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title	Introduction

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).

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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title	Example

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.

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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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title	Customizing the Quick Responsebook Table

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:

Click the Customize Columns icon .
The Customize Columns window appears.
To display a column in the table, select the checkbox next to its name. Otherwise, clear the checkbox next to its name.
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You can select and clear all checkboxes together by selecting and clearing the Select All checkbox, respectively.
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).
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The order in which the column names appear in the Customize Columns window represents the order in which they appear as columns in the table in the Quick Responsebook window.
In the Sort Order field, select the column for whose values you want to define the order of sorting (ascending or descending).
To sort the values in ascending order, select the Ascending checkbox. Otherwise, clear the checkbox.
Click Ok.
The customized table appears in the Quick Responsebook window.