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Status Submitted
Workspace Call Center
Created by Guest
Created on Jul 22, 2026

RELATED IDEAS

Agentic AI Chatbot : Add a "Use this text" popup to the chatbot UI — highlighting any text in a bot response surfaces a button that copies that text into the input field so the CSR can edit and send it, without needing copy/paste support.

Today, if a CSR wants to reuse part of a bot response (an order ID, a tracking number, a policy line, a generated note) in a follow-up message or note, they have to retype it manually — slow and error-prone, especially for long alphanumeric IDs.

This feature adds a text-selection toolbar: when a CSR highlights text in a bot response, a small button (e.g., "Insert" or "Use this text") appears near the selection. Clicking it places that exact text into the input field as plain, editable content — it does not ask the bot anything or trigger any lookup. The CSR can send it as-is or edit/append to it first. This is a lighter-weight version of the text-selection pattern used in Gemini, ChatGPT, and Microsoft Copilot, scoped down to a simple copy-into-input action rather than an open-ended question trigger.

Use cases: supplementing a bot-generated appeasement/reship note with one added detail instead of retyping it from scratch; carrying an order/tracking ID into a follow-up message without transcription errors; pulling a cited policy line into a note or comment during Appeasement or Reship. Every retyped ID, clause, or note adds seconds to average handle time (AHT) — removing that retyping is a direct, measurable productivity lever.

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