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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  A name to identify the message quick response on LVP (for example, Greeting). Only LVP users see the name.  Agents do not see the name.
   • Text: The  The phrase that will be added within the agent's message to be displayed 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 Shortcut: A word that, if entered by an agent, displays the entire message for selection (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.  

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