You can define a set of chat responses that your agents can use to communicate with the customers. You can configure the chat responses for a specific queue or for all the queues. Currently we support six languages, which are:-
US English
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Japanese
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Italian
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French
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German
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Spanish
You can configure 50 response per language, per queue, so in total 300 responses per queue. Agents can see the responses in their queue based on the language settings in their local browser. Thus, agents can see only 50 responses at a time.
Procedure
| Step 1 | Click the Routing Strategy module on the left panel. |
| Step 2 | Click Resources and then click Predefined Chat Responses. The Predefined Chat Responses page appears. |
| Step 3 | Click + New. The Create Predefined Chat Responses page appears. |
| Step 4 | Enter the following details and click Save:
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Setting
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Description
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Response Name
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The name of the predefined chat response. You can enter a name of maximum 40 characters.
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Status
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The status of the predefined chat response. Deactivate the status to hide it from the agents in Agent Desktop.
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Language
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Select the language of the predefined chat response from the drop-down.
You cannot edit the language of the chat reponse.
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Queue
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Select the queue for which you want to define the chat response. If you select All from the drop-down, all agents in all the queues in your organization can use the chat response.
However, if any queue has reached the capacity of 50 messages, the system displays an error message with the names of the queues that have reached the limit. The system disables the queues that have reached the limit and you cannot select them.
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Content
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Enter the text for the chat response. You can enter a maximum of 150 characters.
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