Your agents can feel overwhelmed when they are answering a large number of visitors or customers, and typing the same thing over and over may reduce their productivity. To keep things up for your team and maintain their rapidity, you can create predetermined responses for common situations and user questions. This will reduce the difficulty and increase the team productivity. These responses are attached with short codes so the agent doesn’t even have to search for the right response. They just have to type the short code and hit enter.
To access saved replies settings, go to Settings -> Saved Replies (under Setup) or simply click here.
Once you navigate to the setting, you can add saved replies using the Add Saved Reply button as shown below.
To add a Saved Reply, continue as below:
- Enter a short-code you wish to use instead of a long message.
- Eg, ‘hi’ (as an abbreviation for “Hi, how can I help you?”)
- Type the intended response. Example: Hi, how can I help you?
- Click Save when you are done.
You can just add a short-code and intended text phrase to speed up agents and help them respond faster. These short codes start with “/” to separate them from a normal text when agents are messaging in conversation page. Whenever team members need to use saved replies, they can just type “/” followed by short code to insert saved reply in the conversation.
In order to delete, edit or deactivate a saved reply, you can just hover over it and your options appear on the right side of saved reply.