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You can reduce the time that agents take to respond to chat messages by storing common chat messages as quick responses (predefined responses). Quick responses ensure that the messages sent by agents are consistent and adhere to your business standards. A Quick Responsebook is a group of quick response messages.

An agent can modify a quick response to make the response more personalized for the conversation.

You can associate a client or an Agent Desktop with a Quick Responsebook. The messages from a Quick Responsebook associated with a client are available to all agents. The messages from a Quick Responsebook associated with an Agent Desktop are available only to the agents using that Agent Desktop. 

  • To associate an Agent Desktop with a Quick Responsebook: In the Agent Desktop window, on the General tab, in the Quick Responsebook field, select the Quick Responsebook.
  • To associate a client with a Quick Responsebook: In the Client window, on the Settings tab, in the Quick Responsebook field, select the Quick Responsebook.

To create a Quick Responsebook:

  1. In the Quick Responsebook window, click Add.
    The Add Quick Responsebook window appears.
  2. In the Name field, enter a name to identify the Quick Responsebook throughout the platform.
  3. Optional: In the Description field, enter a description of the Quick Responsebook.
  4. Click Save.
    The Quick Responsebook is created, and it appears in the Quick Responsebook window.

Next Step

Add a message to the Quick Responsebook.

You can add multiple messages to a Quick Responsebook.

To add a message (quick response) to a Quick Responsebook:

  1. In the Quick Responsebook window, double-click the row displaying the Quick Responsebook.
    The Edit Quick Responsebook window appears.
  2. On the Quick Responses tab, click Add.
    The Edit Response window appears.
  3. Specify values in the following fields:
    • Name: A name to identify the quick response on the platform (for example, Greeting). Only the platform users see the name.  Agents do not see the name.
    • Text: The phrase that will be added within the agent's message to the customer (for example, How may I help you?).  You can also include a web address or an email address in the message. This address appears as a hyperlink to customers.

    • Shortcut: The keyword associated with the quick response (for example, hello). Agents use the Shortcut to identify which quick response they want to insert within their message to the customer. Using a Shortcut does not automatically send the message to the customer.  The agent can modify the message content before they send the message to the customer.  

      Agents use the Shortcut field to identify, sort, and search for quick responses on the Agent Desktop. The Shortcut field is mandatory. You must populate the Shortcut field for every quick response in order for agents to use the Quick Response feature. 

    • Is the message active: The status of the message. If you want the message to be available as a quick response on an Agent Desktop, select the Is the message active checkbox.
  4. Click Save.
    The message is added to the Quick Responsebook, and it appears on the Quick Responses tab.

You can use the Filter option to search for specific Quick Responsebooks. Filter options can include character, numerical, and special characters (_, -, *, so on) values.

  • To modify a Quick Responsebook: In the Quick Responsebook window, double-click the row displaying the Quick Responsebook.
  • To copy or delete a Quick Responsebook: In the Quick Responsebook window, hover over the row displaying the Quick Responsebook, and then click the Copy icon  or the Delete icon .

To modify or delete a message (quick response):

  1. In the Quick Responsebook window, double-click the row displaying the Quick Responsebook that contains the message.
    The Edit Quick Responsebook window appears.
  2. On the Quick Responses tab:
    • To modify the message, double-click the row displaying the message.
    • To delete the message, hover over the row displaying the message, and then click the Delete icon .

To view the entities associated with a Quick Responsebook:

  1. In the Quick Responsebook window, double-click the row displaying the Quick Responsebook.
    The Edit Quick Responsebook window appears.
  2. Click the Associated Entities tab.
    The entities associated with the Quick Responsebook appear in the table. You can identify the type of an entity (Agent Desktop or Client) by the value in the Type column.

You can display or hide specific columns in the table that appears in the Quick Responsebook window, in addition to defining the order of the columns and the sorting order of the data displayed in the table.

To customize the table that appears in the Quick Responsebook window:

  1. Click the Customize Columns icon .
    The Customize Columns window appears.

  2. To display a column in the table, select the checkbox next to its name. Otherwise, clear the checkbox next to its name.

  3. To define the position of a column in the table, click the row displaying the name of that column, and then click  (moves the column up in the table) or  (moves the column down in the table).

  4. In the Sort Order field, select the column for whose values you want to define the order of sorting (ascending or descending).
  5. To sort the values in ascending order, select the Ascending checkbox. Otherwise, clear the checkbox.
  6. Click Ok.
    The customized table appears in the Quick Responsebook window.
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