Required security profile permissions: Quick Replies View
- Title
- The unique name of the quick reply. Words from the Title match searches performed on quick replies in the agent application.
- Favorite
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When selected, marks the quick reply as a favorite. It appears in a separate Favorites tab in the quick replies tool of the agent application.
Marking a quick reply as a favorite causes it to appear in the Favorites tab for all agents. This allows your organization to make the most commonly-used quick replies more easily accessible to the agents.
- Keywords
- Keywords associated with the quick reply. These words, in addition to the Title and Content, match searches performed on quick replies in the agent application. It is a way to improve the searchability of quick replies without bloating the Titles with unnecessary words or affecting the Content.
- Content
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The text that is automatically added to the email or chat when an agent selects the quick reply.
