Suggest a Response
With Re:amaze, you can generate a complete response for customers before writing out your own reply. Simply click 'Suggest a Response,' and our AI will craft a reply based on the customer's message. If the customer has included an order number in their inquiry, the suggested response will contain the relevant order information, such as order status, tracking information, and direct link for tracking the shipment.
Conversation Summary
Within the right-rail of each conversation you will find a section called 'Conversation Summary.' Click 'Summarize' and a conversation summary will be automatically generated for you. This is especially helpful if your conversations are passed between agents, or if you simply need a refresher.
It's important to note that you can only summarize a conversation after 10 messages have been sent in a conversation thread. After you generate a summary, you can generate a new summary every 5 messages.
Conversation Sentiment Analysis
Our sentiment analysis feature helps you quickly gauge customer sentiment. This is particularly useful when conversations are passed between agents, as it helps the next agent understand if the issue has been resolved or not. It also allows you to ask direct questions about the conversation, such as "Is the customer upset?"
To generate a customer sentiment, simply click 'scan for sentiment' or click 'Ask About This Conversation' to ask a specific question about the conversation.
Message Response Generation & Quick Responses
When drafting a new message to a customer, you’ll see the some AI buttons below the response form. If you have written a simple response with basic information you can select 'Improve what I've written' to give your message more personality and provide a more helpful tone. The generated response will be formed by the information you provided, as well as the previous messages within the thread.
Additionally, there will be suggested quick responses that are generated based on conversation that you can use to quickly respond if not much detail is needed.
Response Templates
Response templates are often referred to as macros or canned responses. When creating a response template you can click on the 'Improve what I've written' button to build on the message you've written.
AI-generated response messages will have access to dynamic variables and will automatically add them to response messages when necessary. The following dynamic variables can be used:
- {{ brand.name }}
- {{ customer.name }}
- {{ customer.friendly_name }}
- {{ customer.email }}
- {{ customer.data['ATTRIBUTE'] }}
- {{ thread_url }}
- {{ fields['ATTRIBUTE'] }}
- {{ staff.name }}
- {{ staff.display_name }}
- {{ staff.friendly_name }}
- {{ staff.email }}