##### using the common tools

# Auto Suggest Responses

The Auto Suggest tab lists pre-written responses, extracted from the Standard Responses database, that you can use to reply to an incoming e-mail. The responses are selected automatically based on categories, and they are sorted according to their relevance to the content of the incoming interaction.

You can select an auto suggest response and insert it into your reply. Then you can modify the text of the auto suggest response as necessary.

The following table describes the columns on the Auto Suggest pane:

Column | Meaning
Category Name | The response classification. Incoming interactions are classified into categories defined by your company.
Category Path | The classification hierarchy for the category.
Relevancy | How closely the category matches the content of the incoming interaction.
Approved | Select the check box next to the category name that most accurately matches the classification of this interaction. This provides feedback to improve the accuracy of the auto suggest engine.
Disapproved | Select this check box to indicate that none of the proposed categories match the content of the incoming interaction. This provides feedback that helps to improve the accuracy of the auto suggest engine.

Note: Some columns and/or controls might not be available. Your system administrator configures the items that are displayed and the order in which they are displayed.

## Viewing Suggested Responses

#### To view the contents of a suggested response:

1. Select the response in the list.

2. Click View. The Resources pane opens, and the corresponding response is selected. View details are displayed.

## Inserting Suggested Responses

#### To use a suggested response in your outgoing interaction, do one of the following:

- Select the response in the list, and then click Insert.

- Hover the mouse pointer over the suggested response in the list to enable the + icon. Click the + icon to insert the response.

#### To add only part of the contents of a suggested response:

1. Select a response in the list.

2. Click View. The Resources pane opens, and the corresponding response is selected. View details are displayed.

3. Select the text that you want to use and copy it to the clipboard.

4. Click in the outgoing e-mail to place the insertion point where you want to insert the response text.

5. Paste the selection from the clipboard.

You can add a standard response text from the Resources area to an e-mail if the Auto Suggest tab does not provide one.

## Providing Feedback on Suggested Responses

If the Auto Suggest engine has not provided the correct Standard Response from the Standard Responses database, you can select responses yourself and add them to the Auto Suggest list to improve future auto suggestions. This action provides feedback to the auto suggest engine.

If you want to provide feedback on a suggested response:

- Approve one of the suggested categories, by checking the box in the Approved column next to the category that best matches the e-mail content.

- Disapprove of all of the suggested categories, by checking the Disapproved box.

- Add a new response category to the auto suggestion list, by selecting responses and adding them to the Auto Suggest list.

## Adding Response Categories to the Auto Suggest List from the Resources Pane

This action improves future auto suggestions, by providing feedback to the auto suggest engine.

To add a response category:

1. Open the Responses pane by clicking the Resources button.

2. Browse to the desired response category by using the tree view or the Find functionality on the Responses tab of the Resources pane.

3. Do one of the following:

- From the Responses tree list, click the check mark to the left of the category to add that category.

- Select the response that matches the e-mail. You can view the details in the View Details tab. Click Select Category.

The selected category is added to the Auto-suggest tab. The Approve check box is checked. The Relevancy contains no value.