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

Agent Desktop. Client-level quick responses are available

for

to all agents, whereas

agent desktop

Agent Desktop-level quick responses are available

for

to 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.

that Agent Desktop. 

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titleExample

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

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

  • The quick responsebook whose messages are applicable to all the agents of the
X
  • LV 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
  •  Agent Desktop.


Tip
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  • To associate a quick responsebook with an agent desktopAgent 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 for identifying to identify 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 Quick Responsebook window.
Note
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titleNext Step

Add a message to the quick responsebook.


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titleAdding a Message to a Quick Responsebook

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. Enter Specify values in the following fields:
    • Name: A name that identifies the message (for example, Greeting).
    • Text: The message to be displayed (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).
    • Is the message active: The status of the message. If you want the message to be available as a quick response on the agent desktopan Agent Desktop, select this 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.

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titleModifying, Copying, or Deleting a Quick Responsebook
  • To modify a quick responsebook: In the Quick Responsebook window, double-click the row displaying the quick responsebook.
  • To copy or delete a quick responsebook: 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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