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Common phrases

Updated on March 25, 2020

To decrease the time needed for a customer service representative (CSR) to respond to common customer questions, and to ensure consistent responses, you can configure a set of common phrases that CSRs can select from and send in their replies. The use of common phrases is supported in chat, messaging, and email interactions.

To help CSRs to more quickly select the most appropriate common phrase, the application groups the phrases into user-defined categories. During an interaction, the CSR clicks the Phrases button, selects from the list of categories, and then selects a common phrase from within that category.

When a CSR is engaged in a live chat or messaging session with a customer, the Augmented Agent suggested replies feature suggests common phrases to the CSR, based on the customer's chat input. For example, if the customer asks for information about their account, the Augmented Agent can suggest a common phrase that includes the requested account information. In addition, the Augmented Agent can be configured to send the common phrase automatically if the confidence level of the response is high. For more information about the Augmented Agent suggested replies feature, see Implementing Augmented Agent.

To set up common phrases more quickly, you can import and export individual common phrases or all of the common phrases that you define.

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