Smart Suggestions in the operator chat window - Zoho SalesIQ

Smart suggestions for visitor questions in chat window

Smart suggestions are reply recommendations that are auto-generated using the resource section. It helps the operators by suggesting suitable responses while conversing with the visitors. These suggestions are primarily from articles, FAQs, and the small talks package of choice. Ultimately, smart suggestions save the operator time by reducing the work of searching for the resource and instantly generating relevant answers to respond the visitor's queries more quickly and effectively.     
  1. Currently, the smart suggestions support only English.
  2. The smart suggestion is supported only in the enterprise plan of Zoho SalesIQ.

Enabling smart suggestions for the portal

The admin can enable smart suggestions for your portal. Follow the steps to enable: 
  1. Navigate to Settings > Global settings > Operator Interface > AI tools for operators > Smart suggestion and toggle the Enable button. 

Customizing smart suggestions 

Operators can customize the smart suggestions by navigating to Settings > My profile > Smart suggestions. Here, they can enable/disable the resources  they'd like to get the suggestions. 

Smart suggestions in the chat window

The operators will get suggestions based on the questions they receive from the visitor.
  • They can click on the suggestion to preview the answers. 
  • Click on Share to send the article/FAQ to your visitor and Expand to view them full screen. 
The smart suggestions will work only if there is a match to the visitor questions in your resources section.

How to enable or disable suggestions temporarily? 

You can temporarily enable or disable the suggestions from the operator chat window by clicking on the Smart suggestions (bulb) icon below the texting area. 

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