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).

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.


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  • To associate a quick responsebook with an agent desktop, in : 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 : In the Client window, on the Settings tab, in the Quick Responsebook field, select the quick responsebook.


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titleModifying, Copying, or Deleting a Quick Responsebook
  • To modify a quick responsebook, in : In the Quick Responsebook window, double-click the row displaying the quick responsebook.
  • To copy or delete a quick responsebook, in : In the Quick Responsebook window, hover over the row displaying the quick responsebook, and then, click the Copy icon  or the Delete icon .

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