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You can reduce the time taken by that agents take to respond to chat messages by storing common chat messages that they send to customers as quick responses (canned predefined responses). Quick responses ensure that the messages sent by the agents are consistent and adhere to your business standards. A quick responsebook Quick Responsebook is a group of quick responses (response messages). You can associate a quick responsebook with a client and/or an agent desktop. Client-level quick responses are available for all agents, whereas agent desktop-level quick responses are available for only the agents who use that agent desktop. As a result, any agent using an agent desktop that is associated with a quick responsebook can use both the agent desktop-level quick responses and the client-level quick responses.
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 create a quick responsebookQuick Responsebook:
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You can add multiple messages to a quick responsebookQuick Responsebook. To add a message (quick response) to a quick responsebookQuick Responsebook:
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To modify or delete a message (quick response):
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To know which view the entities are associated with a quick responsebookQuick Responsebook:
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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:
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