Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

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 messages 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.

As an administrator, you define quick text messages or enable grouping of similar messages into quick text groups so that all agents in the system can access and use these quick text messages or quick text groups.

Agents can also create quick text messages for individual use. Agents can create quick text groups if the administrator has enabled quick text grouping. 

To create quick text message for all agents

  1. Log in to the IT Home Page as an administrator. 
  2. In Virtual Chat Administration Console, select Agent Toolkit > Quick Text. 
    The Quick Text pane appears.
  3. If you want support agents to use Quick Text Groups, select the Use Quick Text Groups check box, as shown in the following image: 



  4. To create a new quick text message, click Create or select an existing quick text message, and click Modify.
    The Chat Quick Text dialog box appears.
  5. 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.
    CompanyEnter the name of the company whose agents can use the quick text message.
    GroupSelect 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.
  6. Click Save.

To create quick text messages or groups for individual use

  1. Log in to BMC Helix ITSM: Smart IT and open the live agent console. 
  2. In an active chat session, click the # button.
    A list of predefined quick text questions is displayed.
  3. Select Add/Edit.
    The Edit Canned 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 texts. 

    Important: 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.
    (If quick text groups are enabled) Group

    Select the group to which the quick text message should belong. This option is available only if an administrator has enabled the Use Quick Text Groups checkbox in Question Text UI in Virtual Chat Administration Console.

    • To create a new group, select Add new group, and enter the name of the new group.
    • To change the group for an existing quick text, select the group.
    • To remove the quick text from an existing group, select Clear

    Important: Group names are automatically removed from the list if all the quick texts under it are either removed or moved to another quick text group.

  6. Click Save.

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

Related topic

Responding with quick texts

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