Agent Co-writer provides a Summary of the Ticket so you can easily review both the emails from the customer and any replies from the agent.
The Summary displays when you open the Agent Co-writer app in the Ticket Sidebar. In this example, the app has been set as Pin to sidebar from the Apps selections.
The following is an example of the Ticket Summary of the initial customer email.
When the agent enters a reply and submits the ticket, the reply is incorporated into the Summary.
The following is an example of a ticket with several emails from the customer and several replies from the agent.
The AI decides how many bullet points to use for the Summary and this has a limit of six bullet point
Note: Where the contents of the ticket has been translated, the Agent Co-writer Summary does not use the Glossary.