The Response module is the core functionality of the Conversation Page, allowing you to compose and send replies to customers.

It offers a wide range of features to ensure your messages are formatted correctly for various conversation channels (like AlcmeonChat, WhatsApp, etc.) and adhere to your team's business processes.

What's more, this module includes our ✨AI.ssistant ! It will save you valuable time by suggesting the best answer, already written in the customer's language!

Use the AI.ssistant ✨

🔒Included in ALCMEON CARE ESSENTIAL with AI.ssistant , ALCMEON CARE ENTERPRISE

If you have activated the Alcmeon AI.ssistant, a dedicated button allows you to call upon this AI powered assistant. It is designed to save you time by suggesting a response to send to the customer.

The AI.ssistant "reads" the entire conversation history—including messages from the customer, your bot, and previous advisors—to generate its suggested response.

In just a few seconds, a proposal will appear, ready for your review.

If you find the suggested response unsatisfactory, simply click the "Unsatisfactory Answer" button. The suggestion will close, and you can then type your own response in the module. If the suggestion is relevant, click "Use it" to copy it directly into your response module. 

You can then modify it as necessary before sending it to the customer.

To help you understand the basis of the AI.ssistant's response, you can access a list of your company documents that it used for reference.

💡 Advantages of the AI.ssistant:

• Consistent brand tone: Your responses will be consistent with that of your brand
• Error-Free Communication: AI.ssistant never makes spelling or syntax mistakes.
• Multilingual Support: The AI.ssistant speaks (almost) all languages and responds in your customer's language.
• Faster Onboarding: Helps new Alcmeon users get up to speed with the tool more quickly.

Write your answer

The text input area in the response module is where you compose your replies. You can use all standard special characters, including emojis and links (see below) .

🦊 Tip: If the "Send" button is grayed out and there are no red indicators on the page, it simply means you haven't typed anything yet. Start typing, and the button will become active!

Links: When you type a URL into your message, it's automatically converted into a link. However, you can't embed a link within text as you might in an email, because messaging and social media channels don't support this functionality.

Character Limit: You'll see the character limit for your message in the bottom-right corner of the text input area. This limit is set by each specific channel. For more details, refer to: “Maximum number of characters in a message, per channel.”

Tweet Thread: For the X channel (formerly Twitter), you have an additional feature: the ability to send a "tweet thread" all at once. Not only is the 250-character limit per tweet indicated, but you can also click the (+) icon to add multiple tweets to your thread before sending.

Below the text input area, we'll describe the various buttons that may appear.

Change the corrector language

This button is available for all channels.

It allows you to change the language of Alcmeon's built-in spell checker. The supported languages include: French, English, German, Spanish, Italian, Arabic, Polish.

When an error is detected in your text, it will be underlined in red. Simply click on the underlined word to see suggestions for correction.

Mention the Client

Available for all channels except Apple Messages.

This button inserts the customer's full name or first name into your message, depending on the channel. For Facebook and Instagram comments and tweets on X, it also allows you to add a mention of their name, visible to other users on the channel.

Use a Favorite Answer

This button is available across all channels.

This feature is available across all channels. Favorite Answers are pre-written replies that can be configured to appear for specific channels, teams, or even for messages with certain qualification tags. 

You have two ways to access Favorite Answers configured for the message you're working on:

1. Click the “Favorite Answers” button below the text input box. A list of up to 6 favorite answers will appear.

2. Start typing at least 3 letters of a favorite answer or its title. Alcmeon will automatically suggest up to three matching favorite answers.

You can choose the desired answer by clicking on it. It will be copied directly into your text input area, where you can edit it before sending.

Attach an image

This button is available for all channels except Instagram Comments, Google Business Places, and Trustpilot.

Clicking it allows you to select and attach an image from your computer to your message.

Search for a GIF

You'll find this button on Apple Messages, Messenger, Instagram DM, Twitter DM, AlcmeonChat, and LinkedIn channels only.

It opens a GIF selection and search window powered by the popular Giphy library. Simply search for a GIF by keyword, choose one from the results, and it will be added as an attachment to your message.

Attach a video

This button is available for Apple Messages, Messenger, Instagram Direct, WhatsApp, and LINE channels only.

Click it to select and attach a video from your computer to your response.

Attach a file

This button is available for Apple Messages, Messenger, AlcmeonChat, WhatsApp, KakaoTalk, and LINE channels only.

Click it to select and attach a file, such as a PDF, from your computer to your response.

Attach a Rich Link

This button is exclusive to the Apple Messages channel.

It lets you send a "rich link," which includes the web page's title and an image preview. This helps customers on Apple Messages better identify where the link will take them, often leading to higher click-through rates.

To use it, enter the URL and the page title in the window that appears, then upload an image.

Note: If you simply paste a URL into an Apple message, Alcmeon automatically converts it with a Rich Link when sending it. So, this button is rarely needed!

Send a Chatbot Message

This button is available for Apple Messages, Messenger, Instagram Direct, AlcmeonChat, WhatsApp, KakaoTalk, and LINE channels only.

It will only appear if an Alcmeon Chatbot administrator has configured scenarios to allow this functionality from the Conversation Page, using an “Agent Shortcut” entry point . When configured, clicking this button lets you choose a Chatbot message to send to your customer after your response.

🦊 Tip: It can take up to a minute for the chatbot message to be sent after your reply. Therefore, we recommend informing the customer in your reply that the scenario will start soon.

This feature is particularly useful when your bot scenario can manage multi-question processes, such as collecting information or documents, assisting with decision-making or purchases, or providing self-service troubleshooting. Utilizing this feature saves advisors time by automating these types of exchanges.

📄 NB: This button is not available when replying privately to a Facebook wall comment.

Add an emoji

This button is available for all channels.

Clicking this button it opens an emoji selection window, giving you access to the complete list of available emojis, plus a section for your recently used ones to save you time. click an emoji, and it will be added to your text.

📄 NB: If an emoji appears incorrectly in your text input area (e.g., in black and white), don't worry. This is usually due to a font configuration on your computer. The emoji will, however, be displayed correctly to your customer in the message you send.

Disable link shortener

This button is available on channels where the link shortener has been enabled for your Alcmeon environment (a setting configurable by an administrator).

When you insert a URL into your response, an "alc.cx" button will appear below the text input area. By default, this button is active (blue), meaning all links in your response will be automatically shortened when sent to the customer. You can click this button to disable this behavior if needed.

Add a link to DM in your reply

This button is only available for X's @mentions channel (previously Twitter).

When activated, the reply your customer receives will include a shortcut on X, allowing them to continue the conversation with you privately in Direct Messages. This link directly opens your customer's X private message interface to the conversation with your brand.

If needed, you can click this button again to deactivate this behavior.

Reply Privately / Publicly

This feature is exclusive to the Facebook Wall Comments channel.

Located above the text entry area, by clicking the “public” link, this option allows you to respond directly on Messenger to a Facebook comment.

You can only reply privately within 7 days from the date of the customer's public message. It's not possible to reply privately from a comment made on one of your ads (this is a Facebook restriction). You can only reply privately once to the same comment.

🦊 Tip for admins: You can configure Triage Rules to automatically send a public reply to Facebook comments when an advisor responds privately.

Submit your Response

Once you have written your answer, and ensured a team has been assigned and all mandatory qualification tags are filled, the “ Submit ” button will become active.

Clicking this button will send your response, including any attachments, directly to your client. Your message will then be processed and you will be redirected to your inbox, ready to assist a new client!

For more complex workflows, Alcmeon offers additional options accessible via the “ Send and… ” button, which we will explore next.

Send and Hold

Imagine you're replying to a customer for the first time with a message like, "I'll check with the AAAAA department and get back to you as soon as possible." If you simply click "Send," your message will be marked as replied and end up in the "Replied" tab, potentially getting lost among many other completed conversations.

This is where the "Send and Hold" feature becomes invaluable. When you choose this option, your response is sent, and the customer's message is then placed in a "pending" status. You can easily find it in your inbox under the "In progress - by me" tab. Alcmeon will even alert you to pending messages from the "Received" tab.

Continuing our example, once the AAAAA department provides you with the information (perhaps via email), you can quickly locate your customer's message. Then, process it and send your final response with the new details. This time, you'll simply click the "Send" button, as the message no longer needs to be held. Your message processing is complete, and you'll be redirected to your inbox.

🦊 Tip: This feature is ONLY useful in the example mentioned above. Don't use "Send and Hold" just because you're asking a customer a question and waiting for their reply. In that scenario, the customer will send a new message in response, which will appear as a new item in your inbox for you to handle.

Send and Trigger the Satisfaction Survey

This option is available only if a satisfaction survey has been configured for the specific type of message you are currently processing. Its availability depends on several criteria, including the channel, qualification tags, and team.

If this option appears, you can use it when you believe the discussion with the customer is complete and you have provided a comprehensive response.

When you click this option, your response and any attachments will be sent to the client. Your message will then be processed, and you'll be redirected to your inbox. Alcmeon will automatically send the satisfaction survey to the client (typically within one minute).

Send and Forward to…

You need to forward the customer's message to another team working in Alcmeon, but first you want to send them a message. For example, you might want to tell them: “We've noted your request. It falls under the BBBBB department, who will take over. No need to send another message; they'll get back to you shortly.”

To handle this seamlessly, preventing you from being redirected to the inbox too soon or sending your message before routing, use the "Send and Forward to…" feature.

This option lets you select the team to forward the message to, send your response (along with any attachments) to the customer and automatically route the message to the chosen team, resetting its status to “Received.” Once complete, your message processing is finished, and you'll be redirected to your inbox.

Send and Request Help…

Sometimes, you need to send an initial acknowledgment message to a customer before making a request for help from a supervisor. This function allows you to do just that.

When you click this option, you'll first be prompted to write your help request. After that, your response and any attachments will be sent to the customer. Your message will then be processed, you'll be redirected to your inbox, and the message's status will automatically change to "Help Request."