Using common phrases for suggested replies
When the customer sends a request during a live chat session, Augmented Agent analyzes the text and suggests probable replies to the CSR, from the pre-trained common phrases.
Pega Customer Service
Implementation Guide
To use common phrases for suggested replies, perform the
following steps:
- Log in to Interaction Portal with admin or CSR credentials.
- To start a live chat session, accept an incoming chat request from a customer.
- In the Suggested reply pop-up, view the available suggested replies by clicking the left and right arrows beside the Use button.
- Based on the suggested replies, the CSR can then perform any one of the
following actions:
- Use the suggested reply, if it is relevant.
- Edit the suggested reply to make it more appropriate.
- Create a new reply, if the suggested reply is not relevant.
- To send a suggested reply to the customer, click Use,
and then click Send. Alternatively, the CSR can click the Phrases button, select the required category from the list of categories, and select a common phrase from within that category.
Displaying suggested reply 
Previous topic Chat panel in the CSR Portal Next topic Searching the text of common phrases