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Documents are the right tool for reference material. Smart replies are for questions where you want to control the answer word for word. Typical cases:
  • A question with a legally careful answer, like what your warranty does not cover
  • A policy you want stated exactly, not paraphrased
  • A question your team is tired of answering
  • Anything where the agent’s own phrasing has been slightly off

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Smart replies versus documents

Most dealers use both. Documents give breadth, smart replies pin down the handful of answers that matter most.

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Finding the ones worth writing

You do not have to guess. Two signals tell you:
  1. Thumbs-down ratings in website chat. Buyers flag replies that missed.
  2. Your own inbox. Read conversations for a week and the repeated questions become obvious.
Write smart replies in response to real conversations rather than imagining what buyers might ask. The questions people actually ask are rarely the ones you would have predicted.

Review your conversations

The fastest way to find what your agent is getting wrong.