Autoresponse agents are virtual users referred to by the autorespond rules that the KANA Response Workflow administrator creates. Autoresponse agents are not real users, do not have inboxes, cannot log on, and cannot be associated with a queue. Each autoresponse agent can have a set of standard phrases associated with it.
Unlike real users, autoresponse agents belong to the root department only.
Autorespond rules require autoresponse agents.
You need to create one autoresponse agent for each set of standard phrases you want to define for autoresponses.
If an autoresponse contains a KANA IQ knowledge base URL, the customer can escalate the inquiry if the information associated with the URL does not meet the customer's needs.
How do I add autoresponse agents?