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.
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