Chat Auto Replies

When you helpdesk environment is overwhelmed with the same questions over and over, it might be an idea to use the Chat Auto Replies application to reduce the number of incoming chat requests.

The chat auto replies application can be configured in such a way that the first question asked by the customer is screened by one or multiple keywords. When the chat request, done by a customer, includes one of those keywords, they will receive a configurable reply messages with a link to information the customer might be looking for. The customer then is given the option to either follow the link to the relevant information, or continue contacting the helpdesk.

It is possible to define multiple sets of pre-configured replies, and it is possible to use different sets of auto answers for the different groups. This makes it possible for the sales department to use a different set of auto replies than the customer support department, while maintaining a set of corporate wide auto answers for the entire company.

In this example you see 4 different pre-configured answers. One, about common logon problems, which work for all chat groups. The other are specific to sales and support questions.

When configuring the auto reply you can provide a name in this case "Login problems", a list of keywords, and the message which will be presented to the customer. The URL will be visited when the customer wants to view the information.

When a customer types a chat request, it is matched against the chat group specific auto answers first, and the "All Groups" answers later. The answer with the highest score will be selected and the customer will see the message provided.

When the customer clicks the Yes, view information button they will be directed to the configured URL.