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Setting Up Auto Response

Auto response is a feature that sends an automatic response to a customer based on the NLP analysis of an incoming email. The response that is sent to the customer contains a default solution or template, can contain a greeting or closing template, and can be in plain text or HTML format. For the default greeting or closing, and HTML or plain text settings, the auto response feature uses the Input Argument of the response group. The argument can be configured as noted in the following section.

If you choose to use the auto response feature, you must add a threshold value to the appropriate categories. A threshold is an integer value in the range 0-99 that represents the confidence level that must be reached before an auto response is sent. For example, if you want to send an auto response to a customer when a category associated with the incoming email has a confidence level of 90% or greater, you set the auto response threshold to 90. When a category associated with an incoming email receives a confidence level of 90% or greater, an auto response message is sent.

To specify the email format for auto response

1. Navigate to the Administration - Communications screen > All Response Groups view.
2. Select a Response Group, then click the Input Arguments tab.
3. Add a new record, then enter the following values:
   • Name: EmailFormat
   • Value: HTML/Plain Text (for HTML) or Plain Text for (Plain Text).

     If you do not specify EmailFormat, the default format is Plain Text.

To add an auto response threshold to a category

1. Navigate to the Administration - Catalog screen.
2. In the Catalogs list, click the catalog name.
3. In the Categories list, select the category you want to change.

   NOTE:  If you have a hierarchical KB, some categories have subcategories.

4. In the Response Threshold field, type the value that represents the auto response threshold.

To set up response templates and solutions for auto response

1. Navigate to the Administration - Catalog screen.
2. In the Catalogs list, click the catalog name.
3. In the Categories list, select the category you want to change.
4. Click the Response Templates tab or the Solutions tab to add a solution or template. For more information, see Associating Templates and Solutions with Categories.
5. After you add the solution or template, select the Default check box.

   This indicates that when a threshold is met or exceeded, the template or solution will be sent by auto response.

   NOTE:  You can specify the order in which solutions and templates are included in an outgoing auto response email. To specify the order, use the Order number field in Response Templates and the Sequence number field in Solutions. Enter the order or sequence in these fields. Use integer values from 1-99. Enter zero if you do not want to specify an order or sequence position.

   If multiple default solutions or templates are specified for a category, the sequence displayed in the auto response is as follows:

   1. Ordered default templates
   2. Non-ordered default template, where no number is specified
   3. Sequenced default solutions
   4. Non-sequenced default solutions, where no number is specified