It would be useful to be able to have configuration that enables us to activate this feature by brand, rather than across the board for our entire site. We have different workflows and some brands do not have a specific knowledge base.
Activation option by Brand
+1 - I just got out of a meeting and this was one of their request, more granular control who this applies to. There are some brands and groups where this might get in their way.
+1 The functionality isn't suitable for all teams. Some teams have reported that the suggested replies are obstructive, requiring agents to spend extra time removing them before they can start working on a ticket. This contradicts the intended time-saving purpose. It would be ideal to enable the activation of suggested replies by group and/or brand.
Thank you for writing in. Fair feedback. We are soon planning to roll out granular controls - by the group , for activating suggested replies.
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