TABLE OF CONTENTS

• About canned response suggestions
• Enable Freddy AI canned response suggester
• View and apply canned response suggestions
  • Use the canned response slider
  • Use the keyboard shortcut
  • Use the canned responses button

This article explains how to enable and use Freddy AI–recommended canned responses when replying to customer tickets.

About canned response suggestions

Canned responses are predefined templates that agents use when responding to customer tickets. You can create these templates manually and apply them while replying to customers.

Additionally, Freddy AI can recommend existing canned responses based on similar past tickets, frequency of use, and ticket resolution status, such as closed or resolved cases. Agents can review and apply these recommendations within the reply editor. If no suggestions are displayed, agents can manually search and apply canned responses.

Prerequisites:

Ensure that the following requirements are met:

• Canned response suggester feature is activated in the Freddy AI settings page. 
• You have the required Freddy AI Copilot license and agent permissions to view and apply recommended canned responses.
  
  

Enable Freddy AI canned response suggester

Before you can use the Freddy AI suggestions in your tickets, you must enable the feature. This starts the training process, which may take up to 5 days. You will receive a notification when training is complete.

Tip: For the best use of the canned response suggester, add all the required canned responses. For details, see Create canned responses.

To enable the feature:

1. Log in to your account as an admin.
2. Go to Admin > Freddy > AI Copilot.
   
3. Click Canned response suggester to activate it. This action activates the feature and starts the training process.
4. To view the progress, click on the information icon.
   
5. Wait for the notification email confirming that training is complete.
   
   

View and apply canned response suggestions

After the feature is enabled and training is complete, agents can use Freddy AI suggestions while replying to tickets.

The suggestions display the category associated with each response and preview the response content before using it. 

You can also use the search bar to find specific canned responses or filter results by folder when the required response is not listed in the suggestions. The recommendations can be accessed in multiple ways within the ticket interface. Each method provides access to the same list of suggestions. The options are:

• Canned response slider: Displays ticket-specific suggestions within the ticket details view.
• Keyboard shortcut: Opens the list of suggested canned responses directly from the reply editor.
• Canned responses button: Opens the canned responses panel from within the reply editor.
  
  

Use the canned response slider

These recommendations appear directly in the ticket, making it easy to use. You can click on the link to view them in a slider. 

1. Open any ticket from the ticket list.
2. Under Freddy recommendations, view the number of canned response suggestions available for this ticket.
   
3. Click Canned responses.
   The canned responses panel opens on the right, where you can view the Freddy suggestions, filtered by template category.
   
4. To find a different response, enter keywords in the search bar or select a folder from the drop-down menu.
   
5. Click the expand icon to preview a response.
6. Hover over the response and select one of the following options:
   
   • Click Insert to add the canned response below the existing draft content.
   • Click Replace to overwrite the entire draft with the selected response.
     
     

Use the keyboard shortcut

You can access the canned response suggestions directly from the reply editor while typing.

To use the keyboard shortcuts:

1. Open a ticket.
2. In the reply editor, type /c and press Enter. You can view the list of recommendations.
   
3. Select a suggestion to add it as a response.
4. To use a different one, enter keywords in the search bar and press Enter.
   

Use the canned responses button

Use this method to manually open the canned responses panel from the reply editor.

1. Open a ticket.
2. In the reply editor, click the Canned responses icon at the bottom of the editor.
   
3. Review the recommendations in the canned response slider that opens in the right pane. 
4. Click the expand icon to preview a response.
5. To use a different response, enter keywords in the search bar or select a folder from the drop-down menu. 
6. Hover over the response and select one of the following options:
   1. Click Insert to add the canned response below the existing draft content.
   2. Click Replace to overwrite the entire draft with the selected response.