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Configuring common phrases for Augmented Agent

Updated on July 14, 2020

Configure a set of common phrases that a customer service representative (CSR) can select and use to respond to customer questions during a live chat session. This action decreases the response time of the CSR to customer questions and ensures consistent responses. To set up common phrases more quickly, import and export individual common phrases, or all of the common phrases that you define.

Before you begin:
  • Enable common phrases in SettingsChat and messaging Augmented Agent in App Studio.
  • Set the required analytics repository in SettingsPrediction Studio settings in Prediction Studio.
Note: The repository defaultstore is the default analytics repository. Choosing defaultstore as the analytics repository can result in data loss because it points to a temporary directory. To avoid data loss, choose a dedicated repository.
Configure common phrases by performing the following tasks:

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