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Text prediction in chats/incidents

Accepted answer
edited Aug 29, 2018 5:32AM in Communication Channels 2 comments


Hi everyone,

This might be a long shot but figured I'd ask here to check. Our management staff is looking into the option of increasing agent performance by using keyboard prediction software. This would be more useful for chats but also for incidents.

AFAIK this option is not offered OOTB. I am aware of the spellcheck feature that is available but am looking into text prediction/auto-completion. I was able to find 3rd party software solutions such as Lightkey but they do not seem to support the ORN chat text box or the incident thread editors. Does anyone have any advice or guidelines on how we can go about implementing something like this? Our agents are working on the RightNow desktop console.

Howdy, Stranger!

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