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