U17 Pop-Out Help

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titleIntroduction

You can reduce the time taken by agents to respond to chat messages by storing common chat messages that they send to customers as quick responses (canned responses). Quick responses ensure that the messages sent by the agents are consistent and adhere to your business standards. A quick responsebook is a group of quick responses (messages).

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titleQuick Responsebook Associations

You can associate a quick responsebook with a client and/or an agent desktop. Client-level quick responses are available for all agents, whereas agent desktop-level quick responses are available for only the agents who use that agent desktop. As a result, any agent using an agent desktop that is associated with a quick responsebook can use both the agent desktop-level quick responses and the client-level quick responses.

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titleExample

The following example describes the difference in usage between a client-level quick response and an agent desktop-level quick response to help you decide which entity (client or agent desktop) you must associate with a quick responsebook.

Suppose that a company named X is located in Portland and Seattle, and that the agents based in Seattle use an agent desktop named Seattle. 

The quick responsebook whose messages are applicable to all the agents of the X company (for example, Welcome to Company X) must be associated with the client.

The quick responsebook whose messages are applicable to only the agents based in Seattle (for example, Did you know that our Seattle store is having a sale this weekend?) must be associated with the Seattle agent desktop.


Tip
  • To associate a quick responsebook with an agent desktop, in the Agent Desktop window, on the General tab, in the Quick Responsebook field, select the quick responsebook.
  • To associate a quick responsebook with a client, in the Client window, on the Settings tab, in the Quick Responsebook field, select the quick responsebook.



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titleCreating a 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 that identifies the quick responsebook throughout the LiveVox Portal.
  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 table in the Quick Responsebook window.
Note
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titleNext Step

Add a message to the quick responsebook.


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  • You can associate a quick responsebook with an agent desktop through the Agent Desktop window, by selecting the quick responsebook in the Quick Responsebook field on the General tab in the Agent Desktop window.
    • You can associate a quick responsebook with a client through the Client window, by selecting the quick responsebook in the Quick Responsebook field on the Settings tab in the Client window.
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    titleViewing the Associated Entities
    Info

    To know which entities are 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 (that is, if it is an agent desktop or a client) by the value in the Type column.

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