Accelerate your response time by creating your own one-click responses, using customized AI templates and the magic button.

01 What are customizable AI templates

AI templates, like regular templates, are premade responses that you can create to deal with common queries. The difference is that AI templates will be automatically suggested to you when they're relevant to a ticket. So you can reply to tickets in just one click, when using the magic button feature. Relevant AI templates will also pop-up in your tickets as suggested responses.

02 Using the magic button and AI templates to accelerate your response time

The magic button and AI templates are the perfect productivity boosting combination. 

When you're in the two-pane view within your eDesk dashboard, you'll see the magic button icon on tickets which can be replied to in 1-click. When you see it, you can hover over the magic button, click it and your message will be sent.

03 Where to create an AI template within eDesk

Go to Settings → Smart Tools → Templates → + Add Template

04 AI Settings in Templates

As well as the usual settings for creating a template, you'll also have AI Settings. If you've never created a template before, you can find out how to create a template here.

AI Category: Shows the assigned category and whether the template has been selected as the Quick Reply template for that category

Active: Once this is selected, this is the reply that will appear as the magic button option. Please note that if you add another template for the same category and tick the box, the previously selected template will no longer appear as the magic button option