Applies to: SmarterTrack 4.x
Over time, agents may discover that different customers ask the same
question. Instead of typing the same response over and over, agents can
use canned replies to quickly and efficiently respond to some Live Chats.
Follow these steps to insert an existing canned reply into a Live Chat during an active chat session:
- When in a Live Chat, click the Canned Reply button in the actions toolbar. This will load a pop-up window listing the available canned replies.
- Double-click the desired canned reply. The canned reply will automatically be inserted into the agent's Live Chat text box.
- Click Send.
For more information, please refer to the Canned Replies Overview section of the
SmarterTrack Online Help.
For information on creating a canned reply, please refer to the KB article How To -- Create Canned Replies.