Predefined answers

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Predefined answers allow you to promptly reply to your customers. Agents can prepare answers to frequently asked questions and simply paste them into the chat to save time. All they need to do is save predefined answers and then use them when necessary. Quicker replies are better for agents as well as customer experience.

Managing your predefined answers

In order to access Predefined answers, log into the app and go to Administration> Settings> Predefined Answers. 

Predefined answers preview

Picture 1. Predefined answers preview

To add a new predefined answer, click on the ‘+’ icon in the upper right corner.

Next, add a shortcut and text for each new answer:

1. Shortcut – this is a tag or title your agents will use to paste their predefined answers. For example, if the shortcut is “hi_there”, agents will type # and then “hi_there” to get their message to display.

2. Text (or body) – text your agents saved in the app, to be displayed once they’ve entered the hashtag and shortcut.

Once you’ve done all this, click on “Save” to save changes.

To update your predefined answer, click on the blue pen icon next to the text. To delete, select the X icon.

Video: How predefined answers are displayed in the chat

If you come across any issues, reach out to us via live chat at or email us at We’ll be more than happy to help you set things up!

Predefined answers was last modified: April 15th, 2021 by Milica Vujasin
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