The Reply module is the main functionality of the Conversation Page : it is the component that allows you to write the response you want to send to the customer.

Many features allow you not only to write in a format suitable for the conversation channel like AlcmeonChat, WhatsApp or others, but also to respect the business processes of your teams.

Even better: this module will save you precious time with our ✨AI.ssistant which suggests the best answer, already written in the client's language!

Use the AI.ssistant ✨

🔒Included in ALCMEON CARE ESSENTIAL with AI.ssistant , ALCMEON CARE ENTERPRISE

If you have activated the Alcmeon AI.ssistant, a button is available to call this assistant based on artificial intelligence which will save you time by suggesting a response to send to the customer.

To produce this suggested response, it “reads” the messages already exchanged in the current conversation between the customer, your bot and the advisors.

In a few seconds, the proposal appears and you can use it.

If you don't consider it relevant enough, you can click the "Unsatisfactory Answer" button. The suggestion will close and you can type your answer in the answer module. If you find it relevant, click "Use it" and it will be copied to your answer module.

You can then modify it if necessary , and send it to the customer.

To better understand what motivates the AI.ssistant's response, you have access to the list of your company documents on which it based its writing.

💡 Among the advantages of AI.ssistant:

• The tone of your responses is consistent with that of your brand, therefore more consistent.
• AI.ssistant never makes spelling or syntax mistakes.
• The AI.ssistant speaks (almost) all languages and responds in your customer's language.
• New Alcmeon users get to grips with the tool more quickly.

Write your answer

In the text input area of the response module, type your text: you can insert all existing special characters, including emojis (see below) and links.

🦊 Tip: Is the “Submit” button disabled and not clickable? If there are no red buttons on the page, it simply means you haven’t typed anything in the text input box yet. Start typing, it’s activated!

Links: If you type a URL into your text, it will automatically be converted into a link. However, you can't add a link to text like you can in an email: no messaging or social media channels support it.

Number of characters: We indicate the character limit for a message at the bottom right of the text input area, as set by each channel. For more details, see this article: Maximum number of characters in a message, per channel .

Tweet Thread: For the @mentions X channel (formerly Twitter), an additional behavior is available. Not only is the 250-character limit per message indicated, but Alcmeon also allows you to send a “tweet thread” in one go: click the (+) icon to add one or more tweets to your thread.

In the following, we will describe the buttons that may appear below this text input area.

Change the corrector language

This button is available for all channels.

It allows you to change the language used by the spell checker provided as standard by Alcmeon. The supported languages are: French, English, German, Spanish, Italian, Arabic, Polish.

When an error is detected in your text, it is underlined in red. Clicking on this word will provide suggestions.

Mention the Client

This button is available for all channels except Apple Messages.

It adds the customer's full name or first name to your text, depending on the channel. For Facebook and Instagram comments and tweets on X, this button also allows you to add a mention of their name to your message, which will be clickable by users on the channel.

Use a Favorite Answer

This button is available for all channels.

Starred replies are a set of pre-written replies configured to appear for one or more channels, for one or more teams, and may only appear for certain qualifying tags of the message you are currently working on.

To display the favorite replies configured for the message assigned to you, you have 2 options:

1. Click the “Favorite Answers” button below the text input box. The list of favorite answers (maximum 6) is shown to you.

2. Start typing at least 3 letters of a favorite answer or its title, and Alcmeon will automatically suggest matching favorite answers (maximum 3).

You can choose one by clicking on it. It will then be copied into your text input area and you can edit it before sending it.

Attach an image

This button is available for all channels except Instagram Comments, Google Business Places, and Trustpilot.

By clicking this button, you have the option to choose an image from your computer to attach to your response.

Search for a GIF

This button is only available for Apple Messages, Messenger, Instagram DM, Twitter DM, AlcmeonChat, and LinkedIn channels.

Using this button opens a GIF selection and search window from the popular Giphy library. Search for a GIF by keyword in the search bar, choose a GIF from the results, and it will be added as an attachment to your message.

Attach a video

This button is only available for Apple Messages, Messenger, Instagram Direct, WhatsApp, and LINE channels.

By clicking this button, you have the option to choose a video from your computer to attach to your response.

Attach a file

This button is only available for Apple Messages, Messenger, AlcmeonChat, WhatsApp, KakaoTalk, and LINE channels.

By clicking this button, you have the option to choose a file such as a PDF from your computer to attach to your response.

Attach a Rich Link

This button is only available for the Apple Messages channel.

It allows you to send a rich link, that is, a link with the title of the web page and an image. This allows you to encourage customers on the Apple Messages channel to better identify the page to which they will be redirected, and therefore have better click rates on these links.

To use it, enter the URL and title of the page in the window that opens, then upload an image.

Note that when you simply insert a URL into the body of an Apple message, Alcmeon automatically replaces it with a Rich Link when sending it. This button is therefore rarely useful!

Send a Chatbot Message

This button is only available for Apple Messages, Messenger, Instagram Direct, AlcmeonChat, WhatsApp, KakaoTalk, and LINE channels.

It only appears if an administrator of the Chatbot scenarios in Alcmeon has configured them to allow this functionality from the Conversation Page using an “Agent Shortcut” entry point . When this is the case, clicking this button gives you the choice of the Chatbot message to send to your customer following your response.

🦊 Tip: It may take up to a minute for the chatbot message to be sent after your reply. We therefore recommend informing the customer in your reply that the scenario will start soon.

This feature is particularly useful when your bot scenario can handle multi-question processes, such as collecting information or file documents, or even decision-making or purchasing assistance, or even self-service troubleshooting. This saves the advisor from spending time on these exchanges, which can be automated.

📄 NB: This button is not available when you reply privately to a Facebook wall comment.

Add an emoji

This button is available for all channels.

Using this button opens an emoji selection window: in Alcmeon, you have the complete list of all available emojis, as well as those you've recently used to save you time. Click on an emoji and it will be added to your text input box.

📄 NB: If the emoji appears incorrectly in your text input area, for example in black and white, don't worry. This is due to a text font that is incorrectly configured on your computer. However, the emoji will be correctly displayed to your customer in the message you send them.

Disable link shortener

This button is available for all channels where the link shortener is enabled for your Alcmeon environment (which can be configured by an administrator of your Alcmeon environment).

When you insert a URL in your response, an “alc.cx” button appears below the text input area. This button is active (blue) by default, which means that all links in your response will be automatically shortened when sent to the client. You can click this button to disable this behavior if necessary.

Reply Privately / Publicly

This feature is only available for the Facebook Wall Comments channel.

Accessible above the text entry area by clicking on the link with the word “public”, this feature allows you to respond on Messenger directly to a Facebook comment.

This is only possible for 7 days from the date of the customer's public message. It is not possible to reply privately from a comment made on one of your ads (this is a Facebook restriction). Additionally, it is only possible to reply privately once to the same comment.

🦊 Tip for admins: You can configure Triage Rules to automatically reply to Facebook comments when an advisor replies privately.

Submit your Response

Once you have written your answer, and have correctly entered a team and the required qualification tags, the “ Submit ” button becomes operational.

By clicking this button, your response, along with any attachments, will be sent to your client. Your message will then be processed and you will be redirected to your inbox, ready to respond to a new client!

But for more complex processes, other options are available in Alcmeon by clicking on the “ Send and… ” button, which is what we will see next.

Send and Hold

If you need to reply to a customer for the first time , for example “I will check with the AAAAA service and get back to you as soon as possible.” , then by simply clicking on the “Send” button, your message will be marked as replied, and will be found, among many others, in the “Replied” tab of the inbox.

This is where the “Send and Hold” feature comes in: in the case mentioned above, choose this option. This sends your response and then puts the customer’s message in the “pending” status, and you can easily find it in your inbox, in the “In progress - by me” tab. Moreover, even from the “Received” tab, Alcmeon tells you if you have any pending messages.

To continue our example, when the AAAAA service gives you the right information, by email for example, quickly find your customer's message then start processing it and respond to them with this new information . This time, simply click on the "Send" button, since you no longer need to put it on hold. The processing of your message is then finished and you are redirected to the inbox.

🦊 Tip: This feature is ONLY useful in the example above. Don't snooze a message just because you're asking a customer a question and waiting for a response: in this case, the customer will send you a new message to respond, and that will be a new message in your inbox to deal with!

Send and Trigger the Satisfaction Survey

This option only appears if there is a satisfaction survey set up for the type of message you are currently processing. This depends on several criteria such as the channel, qualification tags, team, etc.

If this option is available, you can use it in case you consider that the discussion with this customer is over and you have provided a complete response.

When you click this option, your response and any attachments are sent to your client. Your message is then processed and redirected to your inbox. Alcmeon will then automatically send the satisfaction survey to the client (within a maximum of one minute).

Send and Forward to…

You need to forward the customer's message to another team working in Alcmeon, but first you want to send them a message, such as "We have taken note of your request, it falls under the jurisdiction of the BBBBB service who will take over. You do not need to send us another message, they will respond to you quickly. "

In this case, to avoid returning to the inbox by routing to a team you do not belong to or sending your message to the client before you could route the message to that team, you can use this “Send and forward to…” feature.

It will allow you to indicate which team to forward the message to, send your response as well as any attachments, then it will automatically route the message to the team you have chosen by setting the message status back to “Received”. The processing of your message is then finished and you are redirected to the inbox

Send and Request Help…

In case you need to make a request for help to a supervisor (who has the “Respond to help requests” permission), but you first want to send an initial acknowledgment message to the customer to keep them waiting, you can use this function.

By clicking this option, you will be prompted to write your help request, and then your response and any attachments will be sent. Your message will then be processed and you will be redirected to your inbox. Your message will automatically be changed to “Help Request” status.