Message expansion can greatly enhance an agent's productivity and efficiency when communicating with customers. With this feature, agents can write short notes or bullet points then use the Expand feature to elaborate on them and turn them into a fully-fledged response. This can save time and effort for agents who may be juggling multiple customer inquiries at once, while also ensuring that the responses they provide are comprehensive and accurate.
Benefits of using Message Expansion:
Saves time: By using the Expand feature to turn short notes or bullet points into fully fleshed-out responses, agents can save time that would have been spent writing out each response from scratch. This allows them to handle more customer inquiries in less time, increasing their productivity and efficiency.
Improves accuracy: With Message Expansion, agents can ensure that their responses are comprehensive and accurate.
HOW TO ENABLE OR DISABLE THE FEATURE FROM ADMIN PAGE:
1. Go to the admin settings ->chat settings -> Freddy
2.Click on the "Freddy" option to open the AI features page.
3.Choose the feature that you want to enable or disable.
4. Locate the toggle switch next to the feature you want to enable and turn it on by sliding the toggle to the right. Toggle to the left to disable the feature.
HOW TO USE MESSAGE EXPANSION?
Type a short note or bullet point in the reply editor that summarizes the main points of your response.
Select the message you have typed in the reply editor.
Click on the "Expand" feature option.
The Expand tool will then generate a full-fledged response based on the initial note or bullet point.
Review the expanded message to ensure it conveys the intended meaning and tone.
Click on "Accept" if you are satisfied with the expanded message, or "Reject" if you want to revert to the original message.
If you click on "Accept," the expanded text will replace the original input.
If you click on "Reject," the original input will be restored.
Once you have accepted the expanded message, send the reply to the intended customer.