Smart Replies

Lower your agents' workload and resolve issues faster using keyword-based smart replies.

Smart replies are currently a beta feature. Contact [e-mail] if you're interested in becoming a beta tester.

Smart replies are prepared answers that Wrangle can use to automatically respond to common requests.

Setting up smart replies

Once you've contacted the Wrangle team to enable smart replies in your account, visit Prepared Replies in your inbox settings menu, then open the "Smart Replies" tab.

Open the "Prepared Replies" tab of your inbox settings, then visit the "Smart Replies" tab.

Then, toggle on "Enable Smart Replies" and click "Add Reply" to create your first smart reply.

Enable smart replies and add your first reply.

You can add multiple keywords or phrases separated by a line break, as well as a reply that will be sent every time one of those phrases is used in your inbox channel.

Define your keywords and reply.

Smart replies in Slack

Whenever a user sends a message to your inbox channel with one of your keywords or phrases, Wrangle will send your prewritten reply, as well as a link to start a ticket if help is still needed.

A smart reply in Slack.

If you also have AI ticket deflection enabled, Wrangle will first look for your smart reply keywords. If none are found, then it will look for an answer in your help documents and attempt to formulate an AI response.