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You can reduce the time taken by that agents take to respond to chat messages by storing common chat messages they send that can be sent to customers as quick responses (canned predefined responses). Quick responses ensure  This feature also ensures that the messages sent by the agents are consistent and adhere to your business standards. A  A quick responsebook is a group of quick responses (messages).

You can associate a Client or an Agent Desktop with a quick responsebook. The messages from a quick responsebook associated with a 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.