When the customer's email arrives:
- Click the Accept button, as usual.
After reading the email, if you wish to use Writer AI to help construct an answer:
- Click the Reply button for the customer's message.
- In the reply, click the canned message button to see the list of templates.
- Choose the appropriate template which your Admin has created for you to use Writer AI.
After a brief moment, the reply will be generated, based on the rules defined for that template, including, in this example, ending on a joke.
- Read through the generated answer, making amendments if required.
- Click the Send button to send the response.
Continue with the case handling as normal, including assigning an appropriate call ending reason.