You can add multiple messages to a Quick Responsebook. To add a message (quick response) to a Quick Responsebook: - In the Quick Responsebook window, double-click the row displaying the Quick Responsebook.
The Edit Quick Responsebook window appears. - On the Quick Responses tab, click Add.
The Edit Response window appears. - 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). It is a mandatory field.
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Agents use the Shortcut field to identify, sort, and search for quick responses on the Agent Desktop. |
- 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.
- Click Save.
The message is added to the Quick Responsebook, and it appears on the Quick Responses tab.
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