Lesson 2: Managing Predefined Content

Two different types of automatic responses can be defined in the system. The first type are canned responses, which are predefined phrases that the agent can send to visitors during the chat. The second type are chat system messages which are sent automatically and allow you to keep your online visitors informed during and after they chat with agents. In this course, you will learn how to manage canned responses and system messages through the Admin Console.

1) Creating and Editing Canned Responses (video)
By using canned responses the agent saves time and ensures consistency. Learn how to import and export canned responses and add new canned responses through...
Wed, 15 Nov, 2017 at 5:21 AM
2) Editing the System Messages (video)
Customize the four types of system messages through the Admin Console. To view the video: Use your browser to zoom in until the video on this page i...
Wed, 15 Nov, 2017 at 5:22 AM
Additional Resources
To learn more, read the following knowledgebase article(s). Creating and managing canned responses Using question logic in surveys
Thu, 2 Nov, 2017 at 6:50 AM