Quick Responsebook Help

You can reduce the time taken by agents to respond to chat messages by storing common chat messages that they send to customers as quick responses (canned 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 responses (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.

To create a quick responsebook:

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

You can add multiple messages to a quick responsebook.

To add a message (quick response) to a quick responsebook:

1. In the Quick Responsebook window, double-click the row displaying the quick responsebook.
   The Edit Quick Responsebook window appears.
2. On the Quick Responses tab, click Add.
   The Edit Response window appears.
3. Enter values in the following fields:
   • Name: A name that identifies the message (for example, Greeting).
   • Text: The message to be displayed (for example, How may I help you?).
   • Shortcut: A word that, if entered by an agent, displays the entire message for selection (for example, hello).
   • Is the message active: The status of the message. If you want the message to be available as a quick response on the agent desktop, select this checkbox.
4. Click Save.
   The message is added to the quick responsebook, and it appears in the table on the Quick Responses tab.

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

To modify or delete a message (quick response):

1. In the Quick Responsebook window, double-click the row displaying the 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 .

To know which entities are associated with a quick responsebook:

1. In the Quick Responsebook window, double-click the row displaying the quick responsebook.
   The Edit Quick Responsebook window appears.
2. Click the Associated Entities tab.
   The entities associated with the quick responsebook appear in the table. You can identify the type of an entity (that is, if it is an agent desktop or a client) by the value in the Type column.

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:

1. Click the Customize Columns icon .
   The Customize Columns window appears.

2. To display a column in the table, select the checkbox next to its name. Otherwise, clear the checkbox next to its name.

   You can select and clear all checkboxes together by selecting and clearing the Select All checkbox, respectively.

3. To define the position of a column in the table, click the row displaying the name of that column, and then click  (moves the column up in the table) or  (moves the column down in the table).

   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 (that is, in the user interface).

4. In the Sort Order field, select the column for whose values you want to define the order of sorting (ascending or descending).
5. To sort the values in ascending order, select the Ascending checkbox. Otherwise, clear the checkbox.
6. Click Ok.
   The customized table appears in the Quick Responsebook window.