Magic Reply is an optional feature, which automatically generates an entire answer to a customer enquiry for you. It understands the incoming message, browses the entire ticket history and magically writes a perfectly formulated answer. While doing so, it takes pre-defined communication rules into account, to ensure that the answer matches your personal and your company's style of writing.
1. Start Magic Reply by clicking on the icon
When you open a ticket and navigate to the text field where you usually compose an answer, if you click into the field, you will see the black Magic Reply icon in the first line of the text field. Click on the icon (or press ALT + M) to open the Magic Reply command box (see pictures below).
2. Give Magic Reply a short instruction what to answer
Magic Reply works like your personal assistant, who will write the answer for you. It will understand the incoming customer message and search for similar questions in the past, to formulate the best possible answer. It is still important that you provide a short instruction to Magic Reply, to make sure only necessary information is included in the answer.
Magic Reply will provide suggestions for what could be included, but it is entirely your choice. You can select suggestions by clicking on them, and/or you write your own instructions in the Magic Reply field (see picture below).
Once you have created a prompt (instruction), press "Submit" to let Magic Reply formulate a message.
Tips & Tricks for writing Magic Reply instructions
Tips & Tricks | Good example | Bad example |
Use active, actionable words | - Apologies for delay | - Sorry delay |
Be short but precise | - Items are on way, will arrive 24th April 2024 | - Items will arrive soon |
Include additional rules | - Write in German, informal (Du) | - German, Du |
Provide unknown information | - Include tracking no. 0008886655CH | - Include tracking number |
3. Insert the reply and send it
Magic Reply will show you a preview of the generated message in the black box. You can now press "Accept" and the message will be placed in the text field of your ticketing system. You can still edit the message after you have accepted it, as if you had just written it yourself. Once you are happy with the message, send it to the customer.
If you are not quite satisfied with the provided message, you can click on
"Ask to change anything in the reply" to change the prompt you had initially given to Magic Reply and generate an updated message.
