Roby for Teams: Automatically Resolve Repetitive Requests
Roby can automatically resolve repetitive requests by memorizing QAs between team members and auto-responding to similar requests in the future.
For Admins/Agents
Activating Auto-Response
To activate auto-responses, you must begin by closing tickets. Once you have successfully resolved more than 15 tickets, the auto-reply feature will be turned on and Roby can get to work!
Crafting Responses
Every time you close a ticket, you have the option to select whether or not Roby remembers your response. If you select “yes” to “Auto-respond to this question in the future?”, Roby has the ability to recall your response next time the question is asked and to answer it first. The more you answer the questions, the more accurate Roby will become.
Note: To improve the accuracy and reliability of Roby’s auto-respond feature, you may need to manually answer the same question a few times. We recommend doing this prior to instructing your team to submit their requests through auto-respond.
For Requesters:
Using Auto-Responses
Once the admins/agents have successfully closed more than 15 tickets, Roby can start functioning as your 24/7, self-service helpdesk! All the requester has to do is:
2. Select “Yes” to Auto search in the ticket submission form. If “No” is selected, Roby will not attempt to automatically respond and the ticket will be submitted directly to the admin(s).
3. Once the ticket has been submitted, Roby will generate the most accurate responses based on previous Q&As.
If Roby was unable to accurately respond to your question, select “Make a request” to submit your request to an admin.
Editing Responses
To edit previously submitted responses or delete responses that you no longer wish to appear, login to the admin portal and select Settings>Manage Auto-Responses.
You can find more support materials and tips for getting started here!
