This documentation supports the 20.02 version of BMC Live Chat.
To view an earlier version, select the version from the Product version menu.

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:

    FieldDescription
    General Quick TextSelect 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 TextEnter 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 prefixEnter 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?
    StatusSelect ActiveInactive, or Delete. An inactive quick text message cannot be used but can be activated for use at a later time.
  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:

    FieldDescription
    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.

    ContentEnter 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.



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