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Documentation Index

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Smart Reply provides conversational templates that help you better manage conversations with customers. Once you activate Smart Reply, Emotive Shopping Experts will start responding to your customers’ responses to Flows. This feature saves your team time and effort by letting Emotive Shopping Experts respond to your customers. This reduces the amount of incoming questions and frees up resources that would be better focused elsewhere!

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Set up Smart Reply

To get started:
  • Head to the Smart Reply page in your Settings.
  • Select any of the available topics:
    • Greetings
    • Discount Code
    • Shipping
    • Returns
  • Click Set up to customize the response templates.
Smart Reply topics are based on the most common customer questions and responses we see coming through the Emotive platform.
  • Each topic has sample language for you to use. Edit each response to fit your brand voice and policies.
  • Click to toggle ON the topics / responses you want to use.
  • Once you’re happy with your edits, click Activate.
Once your Smart Reply topics are activated, Emotive Shopping Experts will start responding to your customers with these responses.
You are not able to edit the prompts beneath “Customer Says…” — you can only tailor your responses to said prompts.

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Managing your Smart Reply

To check on the statuses of your Smart Replies:
  • Head to the Smart Reply page in your Settings.
  • View which Smart Replies are active with the purple badge next to the topic.
Smart Reply Status To edit your Smart Replies:
  • Click into the desired topic on the left.
  • Click Edit to change your responses.
  • Toggle OFF responses that you no longer want to use.
  • Save your changes.