You can reduce the time taken by agents to respond to chat messages by storing common chat messages 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 an Agent Desktop. Client-level quick responses are available to all agents, whereas Agent Desktop-level quick responses are available to only the agents using that Agent Desktop. | Expand |
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| The following example describes the difference in usage between a client-level quick response and an Agent Desktop-level quick response. This example could help you decide which entity (client or Agent Desktop) you must associate with a quick responsebook. Suppose that a company named LV is located in Portland and Seattle, and the agents based in Seattle use an Agent Desktop named Seattle. Then: - The quick responsebook whose messages are applicable to all the agents of the 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.
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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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