When your customer share a video with you using Clip and your Workspace has enabled and connected your organization's Knowledge Base, SnapCall can generate answers that your agents can share to them.

By default, each answer generated will refer to articles on your Knowledge Base when SnapCall AI detects these are relevant, however they won't add their content to it.

If you would like to change the way SnapCall generates reply, please contact your Customer Success Manager.

To generate an answer, head to any Clip that customer shared with you. It's important that the client shared enough information on the video, otherwise they summary won't be generated and so the feature won't work.

Once you are on the Media viewer, click on 'Reply', then 'Generate an Answer'. SnapCall will pop up a reply which can be edited by the agent and copied to the clipboard, so that it can be sent using your company's CRM.