Smart suggestions for visitor questions in chat window

Smart Suggestions are AI-powered reply recommendations generated by Zia or ChatGPT to assist operators during live conversations. These suggestions help reduce response time and improve accuracy by offering contextually relevant replies as the operator chats with a visitor.

There are three ways to use Smart Suggestions for your operators:

Zia: Offers reply suggestions based on configured SalesIQ or Zoho Desk resources, including articles, FAQs, and small talk packages.
Zia + ChatGPT: Zia identifies the relevant resource, and ChatGPT processes it to generate a summarized, more readable response, ideal for improving clarity during interactions.
ChatGPT (Supports both models and Assistants): Generates AI-driven responses using its advanced language model or Assistants to deliver natural, conversational replies. This works based on the SalesIQ–ChatGPT integration.

By surfacing the correct response at the right time, Smart Suggestions eliminates the need for manual lookup, helping operators reply faster, consistently, and confidently.

Note: Smart suggestion is supported only in the Enterprise plan of Zoho SalesIQ.

Enabling smart suggestions for the operators

The admin can enable smart suggestions for your portal. Follow the steps to enable:

Navigate to Settings > Global settings > Operator Interface > AI tools for operators > Smart suggestion > toggle Enable button and choose the service.

Note: To use ChatGPT service, SalesIQ-ChatGPT integration is mandatory.

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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