Auto Suggest Responses

The Auto Suggest tab lists pre-written responses, extracted from the Standard Responses database, that you can use to reply to an incoming e-mail. The responses are selected automatically based on categories, and they are sorted according to their relevance to the content of the incoming interaction.

You can select an auto suggest response and insert it into your reply. Then you can modify the text of the auto suggest response as necessary.

The following table describes the columns on the Auto Suggest pane:

Column

Meaning

Category Name

The response classification. Incoming interactions are classified into categories defined by your company.

Category Path

The classification hierarchy for the category.

Relevancy

How closely the category matches the content of the incoming interaction.

Approved

Select the check box next to the category name that most accurately matches the classification of this interaction. This provides feedback to improve the accuracy of the auto suggest engine.

Disapproved

Select this check box to indicate that none of the proposed categories match the content of the incoming interaction. This provides feedback that helps to improve the accuracy of the auto suggest engine.

 

Note: Some columns and/or controls might not be available. Your system administrator configures the items that are displayed and the order in which they are displayed.

Viewing Suggested Responses

To view the contents of a suggested response:

  1. Select the response in the list.

  2. Click View. The Resources pane opens, and the corresponding response is selected. View details are displayed.

Inserting Suggested Responses

To use a suggested response in your outgoing interaction, do one of the following:

To add only part of the contents of a suggested response:

  1. Select a response in the list.

  2. Click View. The Resources pane opens, and the corresponding response is selected. View details are displayed.

  3. Select the text that you want to use and copy it to the clipboard.

  4. Click in the outgoing e-mail to place the insertion point where you want to insert the response text.

  5. Paste the selection from the clipboard.

You can add a standard response text from the Resources area to an e-mail if the Auto Suggest tab does not provide one.

Providing Feedback on Suggested Responses

If the Auto Suggest engine has not provided the correct Standard Response from the Standard Responses database, you can select responses yourself and add them to the Auto Suggest list to improve future auto suggestions. This action provides feedback to the auto suggest engine.

If you want to provide feedback on a suggested response:

Adding Response Categories to the Auto Suggest List from the Resources Pane

This action improves future auto suggestions, by providing feedback to the auto suggest engine.

To add a response category:

  1. Open the Responses pane by clicking the Resources button.

  2. Browse to the desired response category by using the tree view or the Find functionality on the Responses tab of the Resources pane.

  3. Do one of the following:

The selected category is added to the Auto-suggest tab. The Approve check box is checked. The Relevancy contains no value.