Smart Text suggestions for chat based on categories

This feature improves the efficacy of chat suggestions in Snippets by providing smart-text suggestions timed to chat states. For example consider the two scenarios below

• At the start of the chat: When a chat begins, the system sends relevant smart-text suggestions based on the conversation’s opening, helping guide the initial interaction.
• When the agent or customer is unresponsive: If either party becomes idle, the system prompts the agent with contextually appropriate suggestions to re-engage and keep the conversation moving.

In our continued effort to reduce agent workload and key strokes, this feature suggests timely and relevant canned responses as configured by administrators.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service

The feature is enabled by default. There are 2 profiles options that can be configured to further fine tune this feature. They both control the timeout values that would drive the suggestions. They need to be modified only if you want these suggestions to appear sooner or later than what is configured.

1. ORA_SVC_MCA_SNIPPETS_AGENT_IDLE_TIMEOUT (60s)
2. ORA_SVC_MCA_SNIPPETS_END_USER_IDLE_TIMEOUT (120s)

To disable, you can change the values of both profile options to 0.

Tips And Considerations

This features expects smart texts in the chat domain.

Key Resources

See Managing Smart Texts for more information.

Access Requirements

This feature is available for Chat Suggestions only.