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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 message (for example, Greeting). 
   • Text: The message to be displayed to the customer (for example, How may I help you?).

   • Shortcut: A word that, if entered by an agent, displays the entire message for selection (for example, hello).

     Note
     Agents use the Shortcut field to identify, sort, and search for quick responses on the Agent Desktop. Although the Shortcut field is not mandatory, you must populate this field to ensure it is visible to agents.

   • 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.