Setting Up Quick Answer Templates

The system can set up response templates that agents can choose from in order to respond quickly and consistently to the customer. Using pre-built templates also prevents typing errors.

To set up templates, from the Settings menu select SimpleChat Templates and click New.

For each template, set the following properties:

1. Classification: Allows grouping templates by topic for quick access

Note: The topics are sorted alphabetically. To control the order, add a number to the beginning of the topic name

1. Name: The title displayed in the menu to select under the branch of the selected classification
2. Display Order: The internal sorting order between various templates under the same branch
3. Content: The text that will be inserted in the text field when you select this template
4. Available for the following channels: The channels for which this template is shown to the agent to select in the conversation