Message Responses

Message Responses are a great way to provide agents with pre-written responses for chats and text messages for a Team or an individual user. This feature helps reduce the amount of time it takes an agent to answer a chat or text message. 

Setting up a Message Response in Team Settings

1. Navigate to Settings > Team Settings
2. Click on Edit next to the Team Setting where you want to add Message Responses
3. From the top tab options, select Call Handling 
4. Scroll down to Message Responses 
5. Click Add Message Response
6. Add a shortcut name 
7. Type your message in the next box
8. If you prefer, you can turn on AI enhanced response suggestions based on conversation history, knowledge bank documents and past interactions. Simply toggle on Enable AI Canned Responses.
9. Click Save Changes

Setting up a Message Response to a user's profile

1. Go to Settings > Manage Users 
2. Click on Edit next to the profile of the person who will be using the response(s) 
3. From the top tab options, select Messaging
4. Scroll down to Message Responses 
5. Click Add Message Response
6. Add a shortcut name 
7. Type your message in the next box
8. Click Save Changes

*Repeat steps 3 through 8 until you have created the desired amount of responses.

Using Message Responses in Chats

1. In the message field, type a / and the shortcut name to bring up a specific message response, or a / to bring up all message responses
2. Choose the message response you want to use 

Using Message Responses in Text Messages

1. In the message field, click on the + sign
2. Next, a box will appear with each pre-written response to choose from
3. Select your message
4. To send the message, click the arrow in the far right corner of the text field

Note: Message Responses can be used to respond to an existing message or when creating a new text message.