Chat Reply Recommendation

Overview

This skill provides a structured approach to generating recommended chat replies for ITSM agents handling live support conversations. It covers:

• Analyzing incident context to understand the user's issue and history
• Matching the issue against knowledge base articles for known solutions
• Reviewing resolution history of similar past incidents
• Generating context-aware reply suggestions with appropriate technical detail
• Adapting tone and complexity based on the user's technical proficiency
• Providing escalation and handoff messages when issues exceed agent scope

When to use: When live chat agents need assistance formulating accurate, helpful responses during support conversations, particularly for complex technical issues or when quick access to knowledge base content is needed.

Plugin required: com.snc.incident (Incident Management), optionally com.glide.interaction (Agent Workspace)

Prerequisites