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Customer support agents often need to respond quickly to customers, but drafting elaborate emails can be time-consuming. Our new Freddy AI capability, Email Generator, allows agents to automatically create detailed emails with just a few prompts. This saves time and frees them up to focus on complex customer issues that require creativity and empathy.
Note: This feature does not extract content from KB articles nor ticket history. Instead, it takes into consideration the subject of the email, the customer's replies, and any text input cues in the reply editor to generate a contextual email draft.
1. Enable the feature from the Admin panel: On the Admin page, click on ‘Freddy’ (under the section titled ‘AI features’). On the Freddy admin panel, you’ll see a list of all Freddy features. click on the toggle button next to ‘Generate Email’ to enable it for your account.
2. Enter prompts to describe email content: When you're responding to a customer ticket, start by entering a few prompts that outline the key points and content you want to include in your email. These prompts act as guidelines for the Email Generator to craft a comprehensive response that addresses the customer's query effectively.
3. Access the Email Generator: Once you have entered the prompts, click on 'Freddy' from the bottom navigation menu to reveal a drop-down menu of options, and then select 'Expand as email.' This action triggers the Email Generator to initiate its automated email creation process.
The generated email will take into consideration the subject of the email, the customer's replies, and any text input cues in the reply editor to generate a contextual email draft.
The email generator feature now delivers output in the agent's profile language for more personalized communication.
4. Review and edit the generated email draft: After clicking on 'Expand as email' Freddy will use the prompts you provided to generate a detailed email response. You can then review and edit the draft, if required, before sending the response to the customer.
Note: The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.
