Have questions about the reply tools available in OmniServe? Here are answers to the most common questions from agents.
What are Saved Replies and how are they used?
Saved Replies are pre-written, reusable responses created and managed by team leaders, designed to answer common questions with a consistent tone. Agents can insert them into public comments or DMs and easily select from collections organized by topic or priority.
How do AI reply suggestions work?
Clicking the AI Suggestions button generates a context-aware draft reply based on the brand's tone and the configured knowledge base. Each suggestion includes a confidence score and can be edited, sent, or ignored — suggestions are never sent automatically.
Who controls the AI suggestions settings?
Team leaders manage these settings through AI Assistant settings, where the brand tone, values, and reference documents that form the knowledge base are defined.
Can AI-generated suggestions be saved for later use?
Yes, AI-generated replies that prove useful can be saved to the Saved Replies collections for future reference.
What information is available in the customer profile history?
The customer profile history inside the conversation view shows the customer's profile picture, username, and a full log of all previous interactions, giving agents the full context they need to continue conversations without repeating questions.
Need help setting up Saved Replies or configuring AI suggestions?
Check the configuration guides or reach out to your team leader for support.