Use the Smart Answers

Smart Responses will help you to optimise your response time and to improve your website customer experience. 

With Smart Responses, your agents will become more effective. The suggestions are adapted to the context of the conversations and extracted from the conversation history. They will enable agents to respond to their visitors faster and help them build their responses easily while optimising their average handling time.


When relevant suggestions are available, the Smart Responses icon is activated on the conversation at the bottom of the compose box pupitre-desktop-Smart-answers-icon.png. Agents can open the Smart Answers window, select the response that seems most relevant to them to send it or modify it before sending it.

NB : Smart Answers are available in any languages.

This feature will be activated by default for all agents.
You will have the possibility to deactivate it at any time from your admin dashboard. People > Contents > Canned responses > settings


⚠️ Following the activation of Smart Answers, a delay may be necessary before having the first suggestions (until the system has enough indexed conversations).