Our suggested response feature is great for saving time. It works as a predictive text function, displaying relevant replies for the agent to insert into the chat.
This helps agents reduce their repetitive retyping, simply entering a few characters to retrieve a reply. Plus, suggested response gets information to customers quickly. Here’s how it works:
• WhosOn recalls the last 500 responses sent by each agent
• Whenever an agent types 3 characters or more, WhosOn searches their response bank
• Any previous responses that match what is being typed are identified in real-time
• When a match is found, WhosOn suggests the relevant response to the agent
• The agent can then click to insert the suggestion, speeding up their response window