Auto-Suggest Canned Responses
Nora suggests pre-written replies based on the customer's question
Support agents spend time typing the same answers. This automation reads the customer's message, finds matching canned responses from your library, and suggests them to the agent with one-click send.
Support agents answer the same questions 50 times a day. 'How do I reset my password?' 'What's your refund policy?' 'Do you offer a discount for annual plans?' But they retype the answer every time. This automation creates a library of canned responses in Intercom, each tagged with keywords: password reset, billing, refunds, pricing, etc. When a new conversation arrives, Nora reads the customer message, extracts keywords, and matches them against the canned response library. If there's a match, she suggests 1-3 canned responses to the agent. The agent can click 'Use This' to insert the response (they can still edit it), or 'Skip' if it's not a perfect match. You maintain the canned response library in Intercom. Over time, as agents use the suggestions, Nora learns which responses are most helpful for which questions. Example: Customer asks 'What if I don't like the product? Can I get a refund?' Nora reads this and suggests your 'Refund Policy' canned response. Agent clicks 'Use This,' the response is inserted, the agent adds a personalized note, and sends. Total time: 15 seconds. Without the suggestion: 2 minutes of typing.
How it works
- Nora reads the customer's message in Intercom
- Extracts keywords and intent
- Searches your canned response library for matches
- Scores and ranks matching responses by relevance
- Displays top 1-3 suggestions to the support agent
- Agent can click 'Use' to insert, or 'Skip' to ignore
Frequently asked questions
What does "Auto-Suggest Canned Responses" do?
Support agents spend time typing the same answers. This automation reads the customer's message, finds matching canned responses from your library, and suggests them to the agent with one-click send.
How long does setup take?
Under 5 minutes. Connect your tools and Nora handles the rest.
Which tools does this use?
Uses Intercom, run by your Customer Support.
How much time does this save?
Saves approximately 3 hours/week, running real-time (as agent views message).