Responding with quick texts
Quick texts are common messages or questions that agents use when chatting with a user so that the interaction speeds up for both the support agent and the user.
For example: Good Afternoon, how may I help you?, Have a great day.
BMC Live Chat includes sample quick text that you can use, or you can create your own quick text. Administrators and agents can create quick texts for easy use in a chat session with a user. Quick texts that are created by administrators cannot be edited by agents. Quick texts that are created by an agent can be edited.
The following image is an example of the sample quick texts:
The following image is an example of an editable and non-editable quick text:
A quick text response can have an associated type-ahead prefix that enables an agent to type only a few characters to locate the associated quick text. You can search for a particular quick text response by typing # and a few characters to locate the associated quick text. The type-ahead prefix is case insensitive.
For example, an agent can type #VER or #ver to bring up the quick text response What version of the software are you using?
The type-ahead search for quick text is performed on the content in Label and Quick Response Text fields.
To use quick text in a chat session, ensure that you have created quick text.
To use quick text in your response
- Click the # button at the bottom of the chat window.
- Select the text or response from the list of prepared quick text messages.
The message is sent to the self-service user.