Quick Replies & Follow-Up Questions

Agent Assist provides two types of contextual chips to help you respond faster: quick replies for digital conversations and follow-up questions for voice calls. Which one you see depends on the conversation channel.

Quick Replies (Chat & Messaging)

Quick replies appear for chat and messaging conversations. They are concise, ready-to-use responses derived from the latest suggestion's answer content.

imageQuick reply chips displayed in a chat conversation with short actionable response options

Quick reply chips in a digital conversation

How to Use

1. Locate the quick reply chips above the suggestion cards.
2. Click a chip to copy the text to your clipboard.
3. Paste it into your reply area, review, and send.

Quick replies are not full answers -- they are short, focused statements suitable for fast digital interaction.

TIP

Use quick replies as conversation starters. For complex topics, paste the quick reply and add your own context before sending.

Follow-Up Questions (Voice)

Follow-up questions appear for voice conversations. They are suggested next questions you can ask the customer to move the conversation forward.

imageFollow-up question chips displayed during a voice call with suggested probing questions

Follow-up question chips during a voice conversation

How to Use

1. Locate the follow-up question chips in the highlighted section above the suggestions.
2. Click a chip to trigger a new knowledge search using that question as the query.
3. A new suggestion card appears with an answer tailored to the follow-up topic.

Follow-up questions are designed to help you:

• Clarify an ambiguous request
• Gather additional information needed to resolve the issue
• Guide the conversation toward a resolution path
• Explore related topics the customer may ask about next

Why They Trigger a Search

Unlike quick replies (which just copy text), clicking a follow-up question runs a fresh knowledge search. This is intentional for voice calls -- you typically don't send text to the customer, but you need the information to answer their question verbally.

When Each Appears

Conversation Type	What You See	Click Behavior
Voice call	Follow-up questions	Triggers a new knowledge search
Chat / web messaging	Quick replies	Copies text to clipboard
SMS	Quick replies	Copies text to clipboard
Email	Neither	—

Feature Toggles

Both features are controlled by separate feature flags set by your administrator:

Feature	Controls
follow_up_questions	Follow-up question chips on voice calls
quick_replies	Quick reply chips on chat/messaging

If you do not see chips, the feature may be toggled off for your profile. Contact your administrator to enable it.

Next Steps

• Return to the suggestions overview: AI Suggestions
• Learn about providing feedback: Feedback