Agent quick reply categorization

Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for	Public preview	Early access	General availability
End users by admins, makers, or analysts	-	-	Apr 1, 2020

Business value

In their daily conversations with customers, agents need to repeat some common tasks, such as use welcome scripts and greetings, and ask questions. This feature enables administrators to configure and group the common elements as “Quick Replies” and empowers the agents to leverage them as part of their conversations, reducing the amount of time spent typing repetitive messages.

Feature details

In this release, the enhancements to Quick Replies allow administrators to classify and tag quick replies into categories to enable faster discovery of an appropriate reply, in addition to the existing keyword search. The categorization capability can also be leveraged to group quick replies into logical chunks that represent key conversational states for agents. These logical chunks help agents select appropriate messages corresponding to the problems.

See also

Create quick responses (docs)