You can add multiple messages to a quick responsebook. To add a message (quick response) to a quick responsebook: - In the Quick Responsebook window, double-click the row displaying the quick responsebook.
The Edit Quick Responsebook window appears. - On the Quick Responses tab, click Add.
The Edit Response window appears. - Specify values in the following fields:
- Name: A name that identifies the message (for example, Greeting). This name appears on the Agent Desktop when an agent chooses to use a quick response.
- 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 an Agent Desktop, select the Is the message active checkbox.
- Click Save.
The message is added to the quick responsebook, and it appears on the Quick Responses tab.
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