Quick replies
As service representative work with customers across multiple sessions, they need to be as efficient as possible. They need to be able to find and enter data quickly. One way that you can help representatives improve efficiency is by simplifying the communication process for interacting with customers. By creating a library of predefined messages, you can help representatives identify and send a message during a conversation in a fraction of the time that it takes to type it spontaneously. In Omnichannel for Customer Service, you can complete this task through quick replies.
Quick replies are predefined messages that service representatives can use to quickly respond to common questions or in common scenarios. While in a conversation, representatives can access quick replies by selecting the Quick replies button or by typing /Q on the keyboard. When in the Quick replies panel, representatives can enter keywords that would be included in the message or message tags that they're looking for. For example, entering the word "Hello" or "Greeting" provides a list of available messages that representative could use to greet the customer. After the representative selects the reply that they want to use, the message is populated in the chat window, where they can modify it or send it to the customer.
Organizations can create a library of quick replies and make it available across different workstreams. You can create quick replies from the Customer Service admin center app by going to Quick replies under Agent experience.
When in the Quick reply list, you can create new quick reply messages by selecting the New button on the command bar.
A quick reply message contains the following information:
Title - Defines the title of the message such as Welcome or Greeting.
Locale - Defines the language of the message.
Tags - Categorizes the quick reply message.
Message - Defines the actual text to display in the message when it's selected.
Quick replies aren't localized, meaning that the system doesn't automatically translate quick reply messages to a different language. If you support customers in multiple languages, you need to create a separate quick reply for each language. For example, if you wanted a welcome message to be displayed in English and German, you would need to create a German version of the message with the language code set to German, and the title and message text should also be entered in German.
Use slugs in messages
Another advantage to creating quick replies is that you can use slugs to prepopulate dynamic data about the representative or customer in the message to provide a more personalized experience. A slug is a replacement parameter that the system populates when the message is sent. Quick replies support the use of slugs for representative and customer information in the message.
The Message field supports the following slugs.
| Slug | Description |
|---|---|
| {FullName{Customer}} | Full name of the customer who initiated the conversation. |
| {LastName{Customer}} | Family name of the customer. |
| {FullName{Agent}} | Full name of the agent who is assigned to the conversation. |
| {FirstName{Agent}} | First name of the agent. |
| {LastName{Agent}} | Family name of the agent. |
| {Nickname{Agent}} | Nickname for the agent. |
For example, to create a personalized greeting, you might enter the following statement into the message field: Thank you for contacting us today. My name is {FirstName{Agent}}. How can I help you?
If a representative named Anthony selects the quick reply message, it reads "Thank you for contacting us today. My name is Anthony. How can I help you?"
Create or edit quick reply category tags
Quick replies can be classified and tagged into categories. The categorization capability can help you group quick replies into logical chunks that represent key conversational states for representatives. For example, your organization might have multiple messages that represent greetings to customers. Creating categories helps make it quicker for representatives to pull up messages because they can enter the name of the category such as Greeting or Closing.
Administrators can tag messages in the Tags section of an individual quick reply message.
Associate quick replies with a workstream
By default, any quick reply message that is created is available to all representatives in your organization. Many organizations have diverse lines of businesses, such as different divisions that might sell and support different product lines. These divisions might require unique messages that wouldn't make sense in other divisions. In these instances, you can limit where these messages are available. When you know which quick replies are necessary for different groups of representatives to use, you can associate individual quick replies with workstreams. You can complete this task on the Workstreams tab of the message.
A quick reply can be associated with more than one workstream. After it's attached, the quick reply is only available in conversations that derive from those workstreams. If you don't associate a quick reply with one or more workstreams, it remains available for all representatives to use across all workstreams.
Now that you learned how quick replies can be created at an organization level, you can learn how representatives can create their own.