U17 Pop-Out Help

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titleIntroduction

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). Quick responses ensure that the messages sent by the agents are consistent and adhere to your business standards.  A Quick Responsebook is a group of 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 client or an Agent Desktop with a quick responsebookQuick Responsebook.  The messages from a quick responsebook Quick Responsebook associated with a Client client are available to all agents. The messages from a quick responsebook 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 responsebookQuick Responsebook: In the Agent Desktop window, on the General tab, in the Quick Responsebook field, select the quick responsebookQuick Responsebook.
  • To associate a Client client with a quick responsebookQuick Responsebook: In the Client window, on the Settings tab, in the Quick Responsebook field, select the quick responsebookQuick Responsebook.
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titleCreating a Quick Responsebook

To create a quick responsebookQuick Responsebook:

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

Add a message to the quick responsebookQuick Responsebook.

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titleAdding 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:

  1. In the Quick Responsebook window, double-click the row displaying the quick responsebookQuick 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  A name to identify the message quick response on LVP (for example, Greeting). Only LVP users see the name.  Agents do not see the name.
    • Text: The message to be displayed  The phrase that will be added within the agent's message to 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 an Agent Desktop, select the Is the message active checkbox.
  4. Click Save.
    The message is added to the quick responsebookQuick Responsebook, and it appears on the Quick Responses tab.
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titleModifying, Copying, or Deleting a Quick Responsebook
  • To modify a quick responsebookQuick Responsebook: In the Quick Responsebook window, double-click the row displaying the quick responsebookQuick Responsebook.
  • To copy or delete a quick responsebookQuick 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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titleModifying or Deleting a Message

To modify or delete a message (quick response):

  1. 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.
  2. 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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titleViewing the Associated Entities

To view the entities associated with a quick responsebookQuick Responsebook:

  1. In the Quick Responsebook window, double-click the row displaying the quick responsebookQuick Responsebook.
    The Edit Quick Responsebook window appears.
  2. 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 (Agent Desktop or Client) by the value in the Type column.

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