Creating quick text

Quick text messages are the common questions or responses that agents provide to self-service users. By using quick text messages, agents can resolve the issues faster and hence save time.  

Some examples of quick text are as follows:

• How are you today?
• What is the problem?
• I am going to close this ticket.
• I just put a file in the transfer area for you.

Both agents and administrators can create quick text messages.

Administrators define quick text messages in the Quick Text section of Agent Toolkit. When administrators define quick text messages, all agents in the system can access and use these quick text messages.

Agents can also create quick text messages for their individual use. For more information, see To create a quick text message for individual use.

To create a quick text message for all agents

1. Log in to BMC Remedy Mid Tier as an administrator. 
2. In Virtual Chat Administration Console, select Agent Toolkit > Question Text. 
   The Quick Text pane appears.
3. Click Create to create a new quick text message, or select an existing quick text message, and click Modify.
   The Chat Quick Text dialog box appears.
   
   
   
   

4. Enter the following information:

   Field	Description
   General Quick Text	Select the check box to indicate that the quick text message is available to all support agents. Otherwise, the quick text message is available only to the person who created it.
   Quick Response Text	Enter the response or question for the quick text.
   Label	Enter a suitable name for the quick text. For example, Greetings.  Ensure that the value in the Label field is unique across all the quick text records.
   Type ahead prefix	Enter a short character string that brings up the quick text message.  For example, HELP might be the prefix for the question How can I help you today?
   Status	Select Active, Inactive, or Delete. An inactive quick text message cannot be used but can be activated for use at a later time.
   Company	Enter the name of the company whose agents can use the quick text message.
   Support Queue List	Select one or multiple support queues from the list. The quick texts are displayed to agents belonging to the selected support queues.
   Group	Select the group to which the quick text message belongs. For example, if the message is a welcome message, you might want to add it to the Customer Greetings group.

5. Click Save.

To create a quick text message for individual use

1. In an active chat session, click the # button.
   A list of predefined quick text questions is displayed.
2. Select Add/Edit.
3. The Edit Text dialog box is displayed.
4. To create a quick text message or question, click Add Canned Text.
   

5. Enter the following information:

   Field	Description
   Label	Enter a suitable name for the quick text with a maximum length of 20 characters. For example, Greetings.  Ensure that the value in the Label field is unique across all the quick text records.  Note: If you have upgraded from an older version of BMC Virtual Chat and have existing quick texts, the Label field would contain the truncated quick text by default. The administrator must update the Label field with some meaningful text.
   Content	Enter the response or question for the quick text with a maximum length of 254 characters.

6. Click Save.

The quick text is saved and can be sent to users.