Use Quick Replies in a Chat

Use Quick Replies in NICE inContact Agent for Oracle Service Cloud to send fast, generic responses to customers during an email or chat exchange.

For help using or troubleshooting the Oracle Service Cloud product, see Oracle's Documentation for Oracle Service Cloud Products.

1. Click Popout (indicated by a rectangle and an arrow icon). You must use the pop-out chat window in order to access Quick Replies.

2. Click Quick Replies (indicated by a paper and pencil icon).

3. Select the appropriate Quick Reply from the drop-down list.

4. If prompted, replace variables with the relevant information.

5. The quick reply is inserted into your chat message. You can modify the message if necessary.

6. When you are satisfied with your message, click Send.