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To use Smart Responses in Care Console

1. When a customer initiates a Live Chat conversation, a new case is automatically created and assigned a New status in the Care Console.

2. Once the customer message appears in the conversation pane, Smart Responses will automatically appear above the Reply box. Smart Responses are AI-generated suggested replies based on the context of the customer's message.

3. Click on a Smart Response to auto-populate the Reply box with the suggested reply. You can edit the response before sending, if needed.

   

4. Hover over a Smart Response to access the following feedback and action options:

   • Like: Rate the response positively.

   • Dislike: Rate the response negatively.

   • Preview: View the full response before selecting it.

   • Insert: Insert the response directly into the Reply box.

5. Click Send or press Return to deliver the reply to the customer.

   Note: Using smart responses in Care Console is similar to Agent Console. You can also get a separate widget created for smart responses by reaching out to support at tickets@sprinklr.com.

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