Responses are "canned" responses which can be set up for agents to use when they are in a chat. These bits of predefined text can be important URLs or responses to Frequently Asked Questions (FAQs), allowing agents to provide clients information quickly and in a consistent manner.
You can also organize your responses into categories and subcategories that you create; however, it is not necessary to assign a response to a category.
Adding categories
To add a category, click the "add..." button, located below the category list. This will take you an interface which will allow you to enter as many category names as you like.
Enter a category name, and select the location in which the category will be placed, using the "location" drop-down menu. Selecting "../" will create a new category. Selecting an existing category from the location menu will place your new category inside the selected category, making it a subcategory. Only two "levels" of categorization can be created.
Click "add next" to add another category.
Click "finish" to save the current category name and location, and stop adding categories.
Click "cancel" to stop adding categories, without saving the current category name and location.
Editing categories
To change the name of one or more categories, select the categories you want to rename from the list. You can use the control (CTRL) key on your keyboard to select multiple nonadjacent entries in the list. Click the "edit..." button to begin renaming the categories you have selected.
Rename and/or relocate the currently displayed category and click "next" to edit another category.
Click "finish" to save the current category name and stop editing categories.
Click "cancel" to stop editing categories, without saving the current category name (if it was changed).
Deleting categories
To delete a category, select the category you want to remove from the list. Click the "delete" button to delete categories. You will be asked to confirm the deletion. Click "yes" to complete the deletion process. Any responses that belonged to the deleted category will be reassigned to "none".
Adding responses
To add a response, click the "add..." button, located below the "responses" list. This will take you an interface which will allow you to enter as many responses as you like.
Indicate the response type (text or URL). Enter a response name and then the text or URL you want to use for the response. Using the location drop-down menu, select the category or subcategory you want the response to be placed inside. Selecting "../" will place the response outside any category, causing them to appear at the top of the list, before any categories.
Click "add next" to add another response.
Click "finish" to save the current response and stop adding responses.
Click "cancel" to stop adding responses, without saving the current response.
Editing responses
To edit one or more responses, first select the category they are under. In the "responses list", you can use the control (CTRL) key on your keyboard to select multiple nonadjacent entries in the list. Click the "edit..." button to begin editing the responses you have selected.
Rename and/or relocate the response. Using the location drop-down menu, select the category or subcategory you want the response to be placed inside. Selecting "../" will place the response outside any category, causing them to appear at the top of the list, before any categories. You can also place responses inside categories or subcategories.
Click "next" to edit another response.
Click "finish" to save the current response and stop editing responses.
Click "cancel" to stop editing responses, without saving any changes you may have made to the current response.
Deleting responses
To delete one or more responses, first select the category they are under. From the "responses" list, select the responses you want to remove. You can use the control (CTRL) key on your keyboard to select multiple nonadjacent entries. Click the "delete" button to delete the selected responses. You will be asked to confirm the deletion. Click "yes" to complete the deletion process.