Create/Edit a Quick Reply

Required security profile permissions: Quick Replies Edit or Create

You can set up quick replies to enable agents to insert text into a chat or email without spending time typing the same information. For example, you could include your hours of operation as a quick reply so agents can quickly provide contacts with the correct information without looking it up and typing it. This topic describes how to create a new quick reply or modify an existing one.

Create a Quick Reply

1. Click Admin → Communications → Quick Replies.

2. Click Create New.

3. Type a unique Title and the Content for the quick reply and apply any styles or variables you want to the Content. Type any additional Keywords not found in the Title or Content that might improve the searchability of the quick replies in the agent application.

4. If you want this quick reply to appear on the top of the list of quick replies in Agent for easy access, click the Favorite icon.

5. Click Create Quick Reply.

6. Add skills to the quick reply for access in the agent application.

Edit a Quick Reply

1. Click Admin → Communications → Quick Replies.

2. Select the quick reply you want to edit.
3. Click Edit.

4. Type a unique Title and the Content for the quick reply and apply any styles or variables you want to the Content. Type any additional Keywords not found in the Title or Content that might improve the searchability of the quick replies in the agent application.

5. If you want this quick reply to appear on the top of the list of quick replies in Agent for easy access, click the Favorite icon.

6. Click Done.

7. Add skills to the quick reply for access in the agent application.