SLA24 Documentation

Introduction to Smart Replies

The SLA24 Service Desk Smart Replies add-on allow users to automatically get help via a number of sources.  You can configure the plugin to offer users automated help from three sources:

  • Facebook Messenger
  • A chat-box widget on your site
  • Via email when new tickets are submitted.

When queries are submitted from any of these sources, SLA24 Service Desk can be configured to search one or more data stores to return a set of links to the user. You can configure the add-on to search any of the following:

Locally configured results are always searched first followed by either WordPress Custom Post types OR Dialogflow.  Custom Post Types and Dialogflow cannot be enabled simultaneously – if Dialogflow is enabled then searching Custom Post Types is automatically disabled.

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