Smart Replies
Lower your agents' workload and resolve issues faster using keyword-based smart replies.
Last updated
Lower your agents' workload and resolve issues faster using keyword-based smart replies.
Last updated
Smart replies are currently a beta feature. Contact support@wrangle.io if you're interested in becoming a beta tester.
Smart replies are prepared answers that Wrangle can use to automatically respond to common requests.
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.
Then, toggle on "Enable Smart Replies" and click "Add Reply" to create your first smart 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.
In the Automations section of your inbox settings there are three options for ticket creation. Here's how smart replies work with each option:
Turn new channel messages into tickets automatically - Wrangle will attempt to answer all incoming messages in the channel with a smart reply. If no match is found, Wrangle will automatically create a ticket.
Create tickets manually - If you use our message shortcut or emoji reaction on a message, Wrangle will attempt to answer with a Smart reply. If no match is found, Wrangle will create a ticket.
Bypass ticket creation using Smart Replies - Wrangle will attempt to answer all incoming messages in the channel with a smart reply. If no match is found, Wrangle will not create a ticket.
Whenever a smart reply is triggered for a message containing 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.
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.
