AI Categories now cover your ticket Templates. This connection allows Replyco to intelligently recommend the most appropriate template based on the content of the ticket.
You’ll see the related AI Categories displayed within each template (they will be applied to the templates automatically, but you can edit/add/remove them manually as well), which helps ensure that the right suggestions are surfaced at the right time.
Here is how it works:
The system scans a ticket context and assigns AI Categories to tickets. Then, if there is an appropriate template with relevant categories, the following happens:
- Full Category Match: If ticket categories fully match a template's assigned categories, Replyco will automatically suggest the most relevant template right when you open the ticket.
- Partial Match: If the ticket categories match partially, the system won’t insert a template by default, but you’ll see a list of relevant suggestions when choosing one manually, making the selection process quick and easy.
To
Edit your Categories list
, please visit Tools => AI Settings => Categories
.To
Adjust the AI behaviour in your company account
, please visit Tools => AI Settings => Settings
.