Eligible replies

Term name

Eligible replies

Purpose

Track the volume of replies that meet the criteria to generate a suggested reply.

Definition

Total number of outbound replies to customer inquiries sent from an inbox with suggested replies enabled during the time period, and meet the criteria needed to generate a suggested reply:

• Inquiry is detected

• Suggested replies enabled for the inbox

• Channel is supported for suggested replies

The metric counts replies where the criteria was met, including when no suggested reply was generated (low confidence, found conflicting sources of information, etc.)

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

• Suggested replies report

  • Key metrics chart

FAQ

• This metric can be used as a basis to calculate the performance percentage for suggested replies. If you want to calculate the percent of replies that actually had a suggested reply, then eligible replies should be used as the denominator.