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

This help file will guide you through how to create AI responses in your eDesk account.

Before you start

  • You’ll need to have access to AI in your Settings in order to view, create and edit AI templates. If you don’t have access, you can request it from an Admin user within your business.  

Note: to find out more general information regarding Templates in eDesk, click here.

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 one 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 a tab called AI Settings where you can add Artificial Intelligence to your own template.
To do so, you will need to fill the two sections below:

AI Category: Shows the assigned category for which the template will show as a suggested reply on a ticket.

Quick Reply: Once this is selected, this is the reply that will appear as a Quick Reply. 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 a Quick Reply. To find out more, click here.

To find out more about Templates in eDesk, click here.

Further Readings

To find out more about AI settings in eDesk, click here.

To learn about auto-responding to common queries with eDesk, click here.