Using Content Responses

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In this article, we’ll explore the use of content responses from the agent perspective.

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Using content in Gnatta

How it works

Depending on how your Gnatta Admin has setup your content library, content responses may be displayed in a variety of ways:

• The entire library, organised by most relevant to least relevant (Score)

• Only responses that meet specific display criteria will be available (Required)

• The entire library, without sorting logic applied

This means you might see a different selection of content responses depending on the interaction you’re responding to - especially if the data in your Update panel is different, as this data is usually very important in deciding which content is relevant!

When answering an interaction, you can check if any content responses are available by clicking on the content icon in the toolkit on your reply box.

Click on the body of a content response to see the whole copy it if it’s longer than the previewed snippet, or insert the relevant piece of content by clicking it’s name, and then ‘Insert’ or ‘Replace’.

Replacing the content will replace any existing copy in your reply box.

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Select and insert a content response!

Content placeholders

The green tags in content responses are called placeholders. These come in three variants:

• Manual - you’ll need to manually edit the content after you’ve inserted the response to your reply box. Manual placeholders are a signal from your Admin that you need to fill something in before you send!

• Options - you’ll need to select from the dropdown options to fill the content.

• Context - some placeholders are auto-filled using data on the interaction, such as tracking numbers. You don’t need to do anything with these placeholders, unless it looks like the data is incorrect.

Next steps

That’s everything there is to know about Gnatta Content Responses! Check here to explore more agent tools: