When you accept a message (SMS, chat, social messaging) routed to you, Gladly will automatically suggest your most frequently used greeting in the Composer for the first inbound message. The suggested text will appear gray, but pressing the tab key accepts the suggestion. This can save you time by eliminating repetitive activities when replying to messages.
Accept suggested text
Press the tab key to accept the suggested text, and the suggested text changes from gray to black.
Delete accepted suggestion
If you accept a suggestion but decide not to keep it, highlight and delete the text.
Ignore suggested text
Just start typing to ignore the suggested text, and it immediately goes Away.
Note – Additional details to note about Text Auto Suggest
- Available for messaging Channels only (chat, SMS, social messaging).
- Frequently used greetings are tracked on a per Agent basis and based on an Agent’s writing style.
- Clearing browser cookies or switching computers will erase suggestions memory. A greeting must be used at least five times before Gladly learns to start suggesting greetings.
