chat-recommendation

Generate context-aware chat replies by synthesizing live case details, knowledge base articles, and customer history. This skill tailors responses using case category, product, tier, and recent interactions to provide professional, ready-to-use suggestions.

Yes, you can personalize live chat responses using customer history and case context. The skill retrieves recent interactions and analyzes active case category, product, and customer tier to tailor the tone and language of the suggested replies.

The best way to embed knowledge base references is to search for relevant articles during generation and automatically include their article numbers within the tailored chat reply, ensuring the suggested response directly cites proven solutions.

Handle missing knowledge base articles or customer history by triggering safe fallback messages. The skill gracefully manages missing context and can generate escalation or handoff prompts to ensure human review when required.

Yes, the chat recommendation skill produces multiple reply variants for agent assistance. It generates professional, concise replies ready for agent use, providing several tailored options based on the current case context and resolved case language.

Yes, you can use resolved case history to surface proven solutions for live chat scenarios. The skill reviews similar resolved cases to extract proven language and solutions, applying them to active case contexts for agent assistance and template generation.