Saved Replies
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Handling a large volume of
customer
inquiries can be overwhelming for your
agents. Repeatedly typing out the same
responses can significantly reduce their
efficiency. To maintain productivity and
keep response times quick, you can set up
predetermined responses for frequently
asked questions and common situations.
This approach reduces workload and boosts
team performance.
These responses are paired with short
codes, so agents don’t need to search for
the correct reply. They can simply type
the short code and press enter.
Accessing
Saved Replies:
To manage your saved replies, navigate
to:
Settings → Saved Replies or click here.
How
to Add a Saved
Reply:
- Click on the "Add Saved Reply"
button.
- Enter the "Short Code" you want
to use. For example: hi for
“Hi, how can I help you?”
- Type the "Response" text.
Example: Hi, how can I help you?
- Click "Save" when
finished.
Using
Saved Replies in
Conversations:
Agents can use saved replies by typing
"/" followed by the short code during a conversation.
For
instance, typing "/hi" will automatically
insert the saved message “Hi, how can I
help you?” into the chat.
Editing
or Deleting Saved
Replies:
To edit, delete, or deactivate a saved
reply, simply hover over the reply in the
list. You will see the options on the
right side for quick adjustments.
To get detailed information about saved reply categories and favorites, you can review this help document: Saved Reply Categories/Favorites