How can I leverage Response Recommendation Classification?

This feature is available for Advanced+ plans.

Response Recommendations in Sprout use a machine-learning model to determine if a message you receive in the Smart Inbox or Reviews requires a response. This classification helps you to identify and prioritize messages that need a response. You can even incorporate the response classification into your Automated Rules to more efficiently and effectively respond to your customers and enhance your brand loyalty. As you update classification on messages over time, Sprout takes this into account and retrains the machine-learning model to better classify messages.

Viewing Response classification in the Smart Inbox or Reviews

You can see Response classification in both the Smart Inbox and Reviews section of Sprout.

To view the Response classification:

  1. Navigate to the Smart Inbox or Reviews to see Response classification on messages.
  2. Filter the Smart Inbox or Reviews to the relevant Sources, Message Types and any other criteria.
  3. Use the Response Classification filter in the Filter Menu to see All response classifications, Response recommended and No response needed.
  4. (Optional) To change a Response classification, click the Response Classification on the message, and then select a new classification from the dropdown menu.

Response classification only appears on messages when the Conversation View is turned off.

Bulk editing classified messages

If you notice that some messages or reviews are classified incorrectly based on your brand standards, you can bulk update these messages to change their classification.

To bulk update:

  1. Select all the messages or reviews you want to update in the upper-right corner.
  2. Click from the selected menu. The Response classification menu appears.
  3. Select either Response recommended or No response needed depending on what you need to change the classification to.

The messages you selected are reclassified to the designation you selected.

Creating an Automated Rule with Response classification

You can create an Automated Rule with or add Response classification to an existing rule. For example, if a message requires a response, you can automatically create a Case. Then you can layer in profiles, sentiment and keywords to make it even more granular.

Creating Automated Rules with Response classification is only available for Incoming messages in the Smart Inbox. You also need the Manage Profiles company permission and the Manage Advanced Inbox Features feature permission to create these rules.

To create an Automated Rule with Response classification:

  1. Navigate to your name Account and settings > Settings.
  2. Click Automated Rules under Global Features.
  3. Click Create new rule.
  4. Enter a title for the rule and a description of what the rule does.
  5. Select Inbox message for the Rule Type.
  6. Select Has the response classification from the If an incoming message section.
  7. Select the response classification from the dropdown - either Response recommended or No response needed.
    Screenshot 2024-03-04 at 4.35.06 PM.png
  8. (Optional) Add additional criteria.
  9. Select the action you want to take from the Then take these actions section. Choose from:
    • Apply Tags
    • Complete
    • Create Case
    • Hide message
    • Send a push notification
    • Send an email
    • Send to Salesforce Service Cloud
  10. Click Save.

Editing an existing Automated Rule

To add Response classification to an existing Automated Rule:

  1. Navigate to your name > Account and settings > Settings.
  2. Click Automated Rules under Global Features.
  3. Locate the Inbox Message Automated Rule you want to update.
  4. Click the name of the rule. The Edit rule popup opens.
  5. Select Has the response classification from the Select criteria dropdown in the If an incoming message section.
  6. Select the response classification from the dropdown - either Response recommended or No response needed.
  7. (Optional) Add additional criteria.
  8. Select the action you want to take from the Then take these actions section. Choose from:
    • Apply Tags
    • Complete
    • Create Case
    • Hide message
    • Send a push notification
    • Send an email
    • Send to Salesforce Service Cloud
  9. Click Save.

Back to Top up_arrow.png

Was this article helpful?

Still can't find what you're looking for?

Powered by Zendesk