Phased rollout

 

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

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.

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. 

Before you begin 

Make sure you have read how canned text is displayed to agents.

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.
    Support Queue ListSelect one or multiple support queues from the list. The quick texts are displayed to agents belonging to the selected support queues.
    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.
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