Quick Replies are a very useful tool. It helps you set up the answers to the most common questions your visitors are asking or might be asking. When they are set up you can just type in '#' plus the keyword for the answer you need and the answer will appear. You don't need to type in everything over and over again and you are able to provide a much faster service.
Adding Quick Replies
Quick replies can only be added by the manager in the manager's environment. To add a quick reply, you need to follow these steps:
1. Go to Campaigns > Select the campaign you wish to add the quick reply to > go to the 'Tools' tab and click on 'More Settings' under 'Canned Responses'.
2. You need to select the forum for which you would like to add a quick reply and click on 'Forum Management'.
3. The system might ask you to choose the forum again, so you need to click on it.
Once you are in the Q&A of the selected forum, you will be able to see all existing questions, their keywords, and their answers.
4. To add a new question with its answer, you need to scroll down to the bottom of the page and click on the 'Add Q&A' button on the left side.
5. Then you need to fill in the word you are going to use as a shortkey (1), the questions (2), and its answer (3)
Once all the fields are correctly filled in, the quick reply will be automatically saved, and you will be able to see a small check with the word "Saved" next to the trash bin on the right bottom.
Using Quick Replies
The agent will be able to select the quick reply by typing in '#' and the shortkey in the field. Even if you don’t type the whole word in, there will be suggestions for a quick reply among which the agent can choose.
Another way to choose the correct quick reply is by searching on the right side, where the Quick Reply field is. You need to choose the forum from the drop-down menu (1) and scroll down or use the search field (2) and select the reply from there by clicking on it (3). It will automatically go to the typing field, ready to be sent.
To send a quick reply you need to press 'Enter' or click on the blue square on the right of the typing field. Before sending the quick reply, make sure you have selected the correct one and this is indeed what you want to tell the customer.
Editing/Deleting Quick Replies
This can only be done by the manager in the manager's environment. You need to go to Campaigns > Select the campaign > Tools > Canned Responses > Select the forum. Then you can search for the quick reply from the search field (1) and click on 'Click to edit' on the right bottom of the reply (2).
Then all the fields will show and you will be able to edit the shortkey, the question, and the answer. The system will automatically save the changes made. Make sure the status check '✓Saved' is there before you go.
To delete the quick reply, you just need to click on the trash bin once you have clicked on 'Click to edit'.
The system will give you 10 seconds to change your mind and if you do not click on 'Undo removal' the reply will be deleted.