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title	Introduction

You can reduce the time

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that agents take to respond to chat messages by storing common chat messages

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as quick responses (

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predefined responses). Quick responses ensure that the messages sent by

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agents are consistent and adhere to your business standards. A

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Quick Responsebook is a group of

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quick response messages.

Note
An agent can modify a quick response to make the response more personalized for the conversation.

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.

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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 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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title	Creating a Quick Responsebook

To create a quick responsebookQuick Responsebook:

In the Quick Responsebook window, click Add.
The Add Quick Responsebook window appears.
In the Name field, enter a name that identifies the quick responsebook to identify the Quick Responsebook throughout the LiveVox Portal.
Optional: In the Description field, enter a description of the quick responsebookQuick Responsebook.
Click Save.
The quick responsebook Quick Responsebook is created, and it appears in the table in the Quick Responsebook window.

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title	Next Step

Add a message to the quick responsebookQuick Responsebook.

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title	Adding a Message to a Quick Responsebook

You can add multiple messages to a quick responsebookQuick Responsebook.

To add a message (quick response) to a quick responsebookQuick Responsebook:

In the Quick Responsebook window, double-click the row displaying the quick responsebookQuick Responsebook.
The Edit Quick Responsebook window appears.
On the Quick Responses tab, click Add.
The Edit Response window appears.

Enter Specify values in the following fields:

Name: A name that identifies the message A name to identify the quick response on LVP (for example, Greeting). Only LVP users see the name. Agents do not see the name.
Text: The The phrase that will be added within the agent's message to be displayed the customer (for example, How may I help you?). You can also include a web address or an email address in the message. This address appears as a hyperlink to customers.

Shortcut:

A word that, if entered by an agent, displays the entire message for selection

The keyword associated with the quick response (for example, hello). Agents use the Shortcut to identify which quick response they want to insert within their message to the customer. Using a Shortcut does not automatically send the message to the customer. The agent can modify the message content before they send the message to the customer.

Note
Agents use the Shortcut field to identify, sort, and search for quick responses on the Agent Desktop. The Shortcut field is mandatory. You must populate the Shortcut field for every quick response in order for agents to use the Quick Response feature.

Is the message active: The status of the message. If you want the message to be available as a quick response on the agent desktopan Agent Desktop, select this the Is the message active checkbox.

Click Save.
The message is added to the quick responsebookQuick Responsebook, and it appears in the table on the Quick Responses tab.

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title	Modifying, Copying, or Deleting a Quick Responsebook

To modify a quick responsebook, in Quick Responsebook: In the Quick Responsebook window, double-click the row displaying the quick responsebookQuick Responsebook.
To copy or delete a quick responsebook, in Quick Responsebook: In the Quick Responsebook window, hover over the row displaying the quick responsebookQuick Responsebook, and then , click the Copy icon or the Delete icon .

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title	Modifying or Deleting a Message

To modify or delete a message (quick response):

In the Quick Responsebook window, double-click the row displaying the quick responsebook Quick Responsebook that contains the message.
The Edit Quick Responsebook window appears.
On the Quick Responses tab:
- To modify the message, double-click the row displaying the message.
- To delete the message, hover over the row displaying the message, and then click the Delete icon .

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title	Viewing the Associated Entities

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You can associate a quick responsebook with an agent desktop through the Agent Desktop window, by selecting the quick responsebook in the Quick Responsebook field on the General tab in the Agent Desktop window.
You can associate a quick responsebook with a client through the Client window, by selecting the quick responsebook in the Quick Responsebook field on the Settings tab in the Client window.

To know which entities are associated with a quick responsebookTo view the entities associated with a Quick Responsebook:

In the Quick Responsebook window, double-click the row displaying the quick responsebookQuick Responsebook.
The Edit Quick Responsebook window appears.
Click the Associated Entities tab.
The entities associated with the quick responsebook 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.

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

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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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title	Customizing 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:

Click the Customize Columns icon .
The Customize Columns window appears.
To display a column in the table, select the checkbox next to its name. Otherwise, clear the checkbox next to its name.
Tip
You can select and clear all checkboxes together by selecting and clearing the Select All checkbox, respectively.
To define the order position of a column in the table, click the row displaying the name of that column name, and then click (moves the column up in the table) or (moves the column down in the table).