How to get AI Writer. Using AI Writer. Agents using the AI Writer templates.
AI Writer is a powerful tool which can speed up agents' response time in email, providing generated replies according to rules you can define as an Admin. You can create multiple templates each with their own set of rules. allowing your agents to customise the AI's approach to answering the question, depending on the situation.
How to get AI Writer
AI Writer is available for purchase from the LeadApp store. Click the Activate button to add it to your templates.
Using AI Writer
Start by creating an Email message template in the usual way. In your Admin account:
- Go to the General Settings page.
- Go to the Message templates subpage.
- Click the Create Email template button.
In the message template dialog:
- Type a Template name, as usual.
- Complete other Template properties and Template sending properties and Attachments as needed. Remember that they will be applied to all emails created when using this template.
In the Template text section:
- Click the Select template tag from list drop-down list and select LEADGPT.
This will place two tags into the template, LEADGPT-START and LEADGPT-END. Anything you type between these tags will be taken as instructions for how the AI should construct its answer, rather than text to be included.
- Type instructions for AI Writer for how you would like it to construct its answer.
- You can include tags in the instructions, click the Select template tag from the list drop-down list to choose the tag you wish to use.
- Click the Create button at the bottom of the dialog.
This template will now be available to agents as normal. When the agent selects this template in their reply, a response will be automatically created to the customer's email, following the instructions given.
Agents using the template
When the customer's email arrives:
- Click the Accept button, as usual.
After reading the email, if you wish to use Writer AI to help construct an answer:
- Click the Reply button for the customer's message.
- In the reply, click the canned message button
to see the list of templates.
- Choose the appropriate template which your Admin has created for you to use Writer AI.
After a brief moment, the reply will be generated, based on the rules defined for that template, including, in this example, ending on a joke.
- Read through the generated answer, making amendments if required.
- Click the Send button to send the response.
Continue with the case handling as normal, including assigning an appropriate outcome.