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

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  • To associate an Agent Desktop with a quick responsebook: In the Agent Desktop window, on the General tab, in the Quick Responsebook field, select the quick responsebook.
  • To associate a client Client with a quick responsebook: In the Client window, on the Settings tab, in the Quick Responsebook field, select the quick responsebook.


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titleViewing the Associated Entities

To view the entities associated with a quick responsebook:

  1. In the Quick Responsebook window, double-click the row displaying the quick responsebook.
    The Edit Quick Responsebook window appears.
  2. Click the Associated Entities tab.
    The entities associated with the quick responsebook appear in the table. You can identify the type of an entity (that is, if it is an agent desktop or a clientAgent Desktop or Client) by the value in the Type column.

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  • 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).

    • 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 (that is, in the user interface

    ).

  • 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.
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    titleCustomizing 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:

    1. Click the Customize Columns icon .
      The Customize Columns window appears.

    2. 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.

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