Replying to Customers with Walter

Availability: all plans

Walter, ServiceVisit's AI assistant, can write a first draft of your reply to a customer message. Nothing is sent until you choose Send yourself. This guide shows how to ask for a draft, how to use the ready-made suggestions on incoming messages, and what to do when a draft is blocked.

Before you start

You need a role that includes Walter reply drafting, and your plan's Walter allowance must not be used up. The Ask Walter button only appears on a conversation whose status is Active, and only if your role has the permission. Each draft uses part of the Walter allowance that comes with your plan.

Steps

Open Inbox, then Conversations, and select an Active conversation.
Above the reply box, choose Ask Walter. The button reads Generating... while the draft is prepared.
A card titled Walter's Suggestion appears with the draft text.
Choose Use This Draft to copy the text into the reply box, or Try Again to ask for another. The close button on the card dismisses it.
Read the text in the reply box, change anything that is wrong, and choose Send.

Using suggestions on incoming messages

Some incoming messages carry a Suggested Response card, prepared when the message arrived. It has two buttons.

Use Suggestion puts the text in the reply box.
Edit First puts the text in the reply box and moves the cursor there so you can change it.

Either way, you still choose Send. The close button on the card hides it for that visit to the page.

Tips

Walter writes from the conversation you have open, so a draft is only as good as the thread. Check names, prices, times and promises before you send, because the reply goes out under your business name.

On a text conversation, remember that messages over 160 characters may be split into several messages.

If something goes wrong

A card says the draft was blocked by safety validation and to revise your context and try again: no text is offered. Choose Ask Walter again or write the reply yourself.
A message titled Walter could not generate a draft appears: try again in a moment. If it keeps failing, write the reply yourself and tell support.
There is no Ask Walter button: your role may not include drafting, your plan may not include Walter, or the conversation is not Active. Ask the person who administers roles on your account.

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