Creating quick text

Agents might use quick text messages to send common questions or responses to self-service users. This process saves the agent typing time and helps to resolve user issues more quickly. Quick text questions are common questions that agents ask users, such as How are you today? or What is the problem? Quick text responses might also include I am going to close this ticket or I just put a file in the transfer area for you.

Administrators define quick text messages in the Quick Text section of the Agent Toolkit. When administrators define quick text messages, the messages are available to all agents in the system.

Administrators can also define quick text groups so that agents can group together similar quick text messages, which makes them easier to find. If the administrator enables quick text groups, agents can create their own groups to organize their quick text messages.

Note

Agents can create their own quick text messages for their individual use in the Support Agent Console. For more information, see Creating chat aids.

To create a quick text message

  1. Under Agent Toolkit in the Virtual Chat Administration Console, click Quick Text.
    The Quick Text pane appears.

  2. 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.

  3. Enter the following information:
    • Quick Response Text: The response or question for the quick text.
    • 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, if you are in a multi-tenancy environment.  For use across companies or if not using multi-tenancy, select Global.
    • 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?
    • 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.
    • General Quick Text: Select this 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.
  4. Click Save.
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