Use suggested responses (Clickatell AI)

When Clickatell AI is enabled under your Chat Desk Settings, suggested responses appear above the text box area whenever a customer reaches out to you via the Agent Desk. These suggested responses are generated by the trained AI-powered assistant linked to your Chat Desk application. You can use the response as is, edit it before using it, or ignore the suggestion and enter a custom message.

When Clickatell AI is disabled under your Chat Desk Settings, no suggested responses will appear above the text box area.

Access suggested responses

1. You receive a message from a customer via the Agent Desk.

2. The AI assistant linked to Chat Desk generates and displays a suggested response based on the information it's been pre-trained on.

1. Click the suggested response if you want to use it. This populates the text box with the suggested response from where can edit it before sending.

1. If you do not want to use the suggested response, do not select the response and instead type your own response in the text box area.