📝 Introduction
The Response Agents allow you to automate replies to survey responses and Google and Facebook reviews.
These agents can be accessed via the Workflows section. In order to get access an account needs to have the NiceAI add-on.
🚀 Step-by-Step Instructions
[!IMPORTANT]
This feature is available only to users whose plan includes NiceAI add-on. If you are interested in these options, please contact your CSM, Account Manager, or AskNicely Support.
Navigate to the Workflows page in the main navigation menu.
Click the + New Workflow button.
To automatically reply to a survey response follow the next steps:
From the list of Workflow templates, select Auto Replies to Positive Feedback (Note: While titled "Positive," you can adjust the conditions later to include Neutral or Negative feedback).
In the Workflow Configuration, define your Rules. By default, this is set to trigger when a contact leaves a positive score with a comment. The Workflow configuration is explained in more detail in the ⚡ Workflows Setup Guide
To expand the scope, modify the Conditions to include Passives and/or Detractors if desired.
Under Email Details, verify the recipient. This is typically set to the Contact who completed the survey but can be configured to any specific email address.
Toggle on "Use NiceAI Suggested Reply" to reply using NiceAI.
To automatically reply to Google and Facebook reviews, follow the next steps:
From the list of Workflow templates, select Reply to Reviews.
In the Workflow Configuration, define your Rules. By default, this is set to trigger for any feedback with metric type "Reviews". However, you can alter the rating type and review site to restrict when to trigger the reviews.
Toggle on "Use NiceAI Suggested Reply" to reply using NiceAI.
How do NiceAI Suggested Replies Work?
The NiceAI Suggested Replies will account for the language used by the respondent or reviewer, as well as any guidelines and guardrails set in the AI Tone of Voice settings.
You can configure AI Tone of Voice settings by navigating to Account Settings > AI Tone of Voice. The AI-generated reply will automatically adhere to the guidelines and brand personality defined in this section.
Note: the AI Tone of Voice section also impacts Dynamic Surveys.
❓ FAQs & Common Issues
Q: Can I use AI replies for negative feedback?
A: Yes. While the template is titled "Auto Replies to Positive Feedback," you can change the conditions within the workflow settings to trigger for any score type, including detractors. You can also rename the Workflow.
Q: Where does the AI get the "personality" for the reply?
A: The generated content is impacted by the AI Tone of Voice settings found in your Account Settings. Any specific guidelines entered there will be used to generate the reply.
Q: What language will the AI use to reply?
A: By default, the AI analyzes the language used by the respondent in their comment and will reply in that same language.
Q: Who can access this feature?
A: Any user who has access to the Workflows page can use this feature, provided the account has NiceAI add-on enabled on their plan.
🙋 Need Help?
If you need assistance, contact support@asknice.ly