Use suggested responses

Suggested responses provide suggested responses to the agent to improve engagement efficiency. These responses are provided by our Touch Intent Engine (TIE) which utilizes Natural Language Processing.

TIE is trained with responses by Clickatell based on your business's frequently asked questions. When a customer asks your agent a question in Chat Desk, TIE will suggest responses. The percentage of confidence is indicated for each suggested response based on how confident TIE is that it's an accurate response to the client's question. The agent can then select to either use the suggested response as is, edit the suggested response before sending it, or creating their own custom response.

Contact our sales team at to find out more about the Touch Intent Engine (TIE) and how to acquire this product.

Use suggested responses

When TIE detects potential responses, a notification appears below the text area as shown below. The text field will be pre-populated by the suggested response with the highest confidence percentage.

  1. Click on this icon to open a panel of suggested responses to select from.

  1. Edit the response if necessary and click Send.

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