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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 or an Agent Desktop with a quick responsebook. Client-level quick responses The messages from a quick responsebook associated with a client are available to all agents, whereas . The messages from a quick responsebook associated with an Agent Desktop -level quick responses are available to only the agents using that Agent Desktop.