Knowledge Hub
Accelerate your customer support with intelligent canned responses, shortcuts, and automation features. Reduce response times by up to 70% while maintaining quality and personalization across all conversations.
Smart Response System Overview
Fiko's Smart Responses (Canned Responses) system enables your team to provide consistent, fast, and personalized customer support. With powerful shortcuts, intelligent scoping, and automation features, you can reduce response times by up to 70% while maintaining quality across all conversations.
- Create unlimited responses for common inquiries and scenarios
- Use # shortcuts for instant access during live conversations
- Configure Global, Group, or Private response scopes
- Automate welcome messages and keyword-based replies
Key Features & Capabilities
Instant Shortcuts
Type # in any chat to trigger response suggestions. Search and insert responses instantly with keyboard navigation.
Smart Scoping
Control response access with Global (company-wide), Group (team-specific), or Private (personal) scopes.
AI Suggestions
AI reads incoming messages and generates suggested replies drawn from your Knowledge Hub for agents to review.
Auto-Tags
Automatically apply tags to conversations when specific responses are used, improving organization and tracking.
Complete Documentation Guides
Comprehensive guides covering every aspect of Smart Responses, from basic setup to advanced automation features.
Building Your Knowledge Hub
Store, organize, and manage FAQs, product docs, and policies so Fiko can answer customer questions instantly across every channel.
AI Suggested Response
Fiko analyzes each incoming message and generates a relevant reply from your Knowledge Hub. Agents approve or edit before sending.
Getting Started with Smart Responses
Learn how to create, organize, and manage canned responses for faster customer support.
Automated Welcome Messages
Set up automatic welcome messages that greet customers instantly when they start a conversation.
Automated Keyword-Based Replies
Configure intelligent auto-replies that respond to customer messages containing specific keywords or phrases.
Canned Responses
Create, organize, and manage reusable responses for your team with scopes, shortcuts, and auto-tagging.
Shortcut System & Chat Integration
Master the # shortcut system to instantly access responses during conversations.
Advanced Response Features
Leverage auto-tags, triggers, and team scoping for sophisticated response automation.
Start with the Getting Started Guide
New to Smart Responses? Follow our step-by-step guide to set up your first canned response and shortcut in under 10 minutes.