Table of Contents
Send Reply Actions offer the option to rephrase Customer-facing replies using generative AI. Leveraging this tool allows for replies to adapt to the Customer’s message, personalizing and enhancing responses based off of specific instructions.
Use rephrasing in the Send Reply Action #
- Click on the Send Reply Action within which you’d like to turn on rephrasing.
- Check Use AI to rephrase the reply based on the Customer’s message.
- Provide instructions to the AI.
- Click Save.
- Name your revision to the Thread. Click Save.
- [1] – Existing Customer-facing reply configured for the Send Reply Action.
- [2] – Check Use AI to rephrase the reply based on the Customer’s message.
- [3] – Add instructions following these best practices.
Tip – Even with guardrails in place, it’s possible for replies to be rephrased incorrectly
Please review the best practices when setting up rephrasing instructions.
