Create and configure a favorite answer
Favorite replies are pre-written messages made available to advisors to respond more quickly to recurring requests. Each favorite can be restricted to specific accounts, channels, teams, languages, reasons for contact, or qualifications, thus precisely controlling who sees it on the processing page.
Prerequisites
- Having Admin access on the Alcmeon platform
- Have the relevant channels activated on your account
Access favorite answers
In the left navigation menu, under the AUTOMATION section, click on Favorite Responses .
The list of all favorite responses from the account is displayed, with their active filters (Account, Channel, Team, Language, Reason for contact, Qualification).
Create a new favorite answer
- Click the + New favorite button in the top left of the list.
- Enter a descriptive title (visible to advisors when searching the Processing Page).
- Write the message content in the text field.
Configure the associated channels
This is the most important step: a favorite will only appear on the processing page if the channel of the current conversation is in its configuration.
In the Channel field, select each channel on which this favorite should be available (e.g., Instagram Direct , Messenger , WhatsApp , etc.). Leave it set to All to display it on all channels.
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Important: If a specific channel (e.g., Instagram Direct) is not added here, the favorite will not appear when processing conversations on that channel, even if the displayed value is not "All". After making any changes, verify that the target channel is present in the Channel column of the list.
Restrict access to a favorite
The following fields allow you to more precisely target the display of the favorite:
- Account : restricts the favorite to one or more specific accounts (tenants).
- Team : The favorite only appears if the conversation is assigned to that team.
- Language : displays favorites only for conversations in the selected language.
- Contact pattern : conditions the display based on a specific contact pattern.
- Qualification : conditions the display on a qualification tag present in the conversation.
Tip: If a favorite is restricted to a team, the advisor must handle the conversation with that assigned team for the favorite to appear. If the favorite is missing, first verify that the conversation team matches the configured restriction.
Frequently Asked Questions
A favorite appears on some channels but not on others.
The missing channel is probably not configured in the Favorite's Channel field. Edit the favorite and add the channel in question.
An advisor doesn't see a favorite who is nevertheless active
Check two points:
- The conversation channel matches the favorites configuration.
- If a team restriction is in place, the conversation is correctly assigned to that team.
How to temporarily disable a favorite without deleting it
Use the toggle in the Active column of the list. A disabled favorite (red toggle) is no longer suggested to advisors but remains saved.