Find Answers to Questions in Customer Request

Answers are responses that are generated for specific questions in your messages based on your resources including knowledge articles, uploaded files, as well as any external API that you configure to get information from external sources. You can choose to include those answers in your final response.

How to find potential responses to questions in your messages?

1. Click on Find Answers for AI Agent to find questions in your incoming message and generate potential responses.

2. Choose the answer, if desired, to add to points to include in the final response by clicking Add to points

3. (Optional) Add additional points in the ‘Points to Include’ in the final response box if needed

4. Click on Draft a Response to create a response with the points you added