Table of Contents
- Integration of FlowHunt as an AI provider (separate article)
- Setting up Answer Composer feature (separate article)
- Feature overview
- Modifying the draft with Answer Improver
- Answer Improver feature overview (separate article)
The Answer assistant feature allows you to generate professional responses to customer queries. It populates the ticket's messages into context to provide accurate and correct answers.
In order to use the Answer Composer feature, it is required to connect your LiveAgent account with FlowHunt and set the feature up.
Feature overview
The Answer Composer feature is accessible from the ticket reply editor by clicking on the Answer Composer (robot icon) button.
In the Answer Composer window, you can set the formality level (casual, neutral, or business) for the generated response, and optionally give the AI additional instructions on how to formulate the answer or what to include in it. Pressing the "Generate answer" button sends the ticket's messages and the instructions to FlowHunt for processing and generating a draft response.
After the answer is generated, the Answer Improver window seamlessly opens with the prepared response. If you are satisfied with the result, click the "Use in ticket reply" button to pass the draft response to the ticket answer editor, from where you can send it right away.
Modifying the draft with Answer Improver
If the draft doesn't meet your expectations, you can further modify it either by rewriting it manually, or by using the functions of the Answer Improver.
The functions of the Answer Improver are available only if you have the feature set up.
The Answer Improver enables you to use the pre-set functions to improve, extend, or simplify the suggested message, or define custom instructions by which the draft will be adjusted. The feature stores every version of the draft, allowing you to choose the best proposed answer at any time. A more detailed overview of this feature is described in the Answer Improver article.
Once you are satisfied with the proposed answer, click the "Use in ticket reply" button to add it to your ticket answer.