Based on the answers that agents provide to users, suggestions are generated linked to the queries they make based on all interactions within Live, not just from one workgroup.
Each customer question initiates a search that can provide information to the agent to save time.
In this way, the intelligent copilot provides the agent with the answer that could be given to the customer and we can edit the content of the suggestion once we select the option to send to the user, but not the alternatives offered by the list, since the platform generates them automatically.
To be shown as a suggestion, the question needs to be asked at least 2 times in the last 7 days. When it is used more than twice, a ranking is created where the answer is presented as a suggestion. This ranking considers all chats from all agents.
