Suggest replies for your customers using Rovo

Instead of spending your valuable time crafting responses from scratch, you can use Rovo to suggest replies. This becomes particularly useful when you’re working on more complex work items or replying to frustrated customers. Replies are generated using your knowledge base articles and similar past resolved requests — so the more context your space has, the better the suggestions.

Rovo draws from multiple sources when generating a reply:

• Knowledge base articles linked to your service space, including internal knowledge.

• Similar past work items resolved requests with relevant agent responses.

Rovo prioritizes knowledge base articles over similar past work items. If relevant context isn’t available, Rovo will use the current work item context and your input.

Ways to get a suggested reply

You can use one of the following methods:

• Suggest reply: Generates a full reply based on your knowledge base articles and similar work items.

• Contextual pills: Situation-aware actions (such as "Follow up" or "Request closure") that appear in the comment text editor. Select one to generate a reply aligned to what you want to say.

• Enhance reply: Type a short instruction (such as "ask for logs" or "polite follow-up") and Rovo expands it into a complete, professional reply using relevant context.

Suggest a reply

To get a suggested reply:

1. サービス スペースから、[キュー] に移動します。

2. Open a request from your queue.

3. [内部メモを追加] または [カスタマーに返信] を選択します。

4. Select Suggest reply from the toolbar.
   Rovo generates a reply based on your knowledge base articles and similar resolved work items.

5. You can insert, copy, or edit the reply before sending.

Use contextual pills

Contextual pills are short, actionable suggestions that appear in the comment box when you open a request. They're based on the current state of the request — like how long a customer's been waiting, whether an SLA is approaching, or if the request was just reassigned to you.

To use a contextual pill:

1. Open a work item from Queues.

2. [内部メモを追加] または [カスタマーに返信] を選択します。

3. Look for suggested actions in the comment text editor (for example: "Follow up”, “Request more info”, “Propose closure”).

4. Select a pill.
   Rovo generates a full reply aligned to that action.

5. You can insert, copy, or edit the reply before sending.

Enhance a reply

If you know what you want to say but need help phrasing it or pulling in the right details:

1. Open a work item from Queues.

2. [内部メモを追加] または [カスタマーに返信] を選択します。

3. Type a short instruction in the comment box (for example: "Ask for error logs" or "Reset password steps").

4. Select Enhance reply.

5. Rovo retrieves relevant context and expands your text into a complete reply.