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 save time. 

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. You can also add placeholders in the quick text.

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

Related topics

Responding-with-canned-text-to-speed-up-chat-interactions

Configuring-the-support-agent-settings


Examples of quick text messages
  • 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.

You can also create canned text with the following placeholders:

Hello <USERNAME>, my name is <AGENTNAME> and I will be assisting you today.

When an agent Vicky Catman uses this canned text for the end user Britney Adams, the canned text is displayed as follows:

Hello Britney Adams, my name is Vicky and I will be assisting you today.

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 Live 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: 

    Enable Quick Text Groups.png

  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.
    Admin_create_quicktext.png

  5. Enter the following information:

    Field

    Description

    General Quick Text

    Select 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 Text

    Enter the response or question for the quick text.

    You can use placeholders for the end user's username and the agent name in the 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 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?

    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.

    Support Queue List

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

    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.

  6. Click Save.

 

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