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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. 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.
  4. Click Save.
    The message is added to the quick responsebook, and it appears on the Quick Responses tab.

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