Implementation: Response Templates

Overview

The Response Templates provides the ability to add certain canned responses that will be presented to customers when they have reached out to a Business Process via a chat or email.  A canned response can be used as a place holder until an agent becomes available to handle the interaction or it can be utilized by an agent when actively engaged in an interaction with a customer.

• Name: Shows the name of the canned response.  The name of the response is what will appear in searches when locating the file to upload to various sub-sections of the portal like the Interaction Handling flow.  This is a free form field that can be edited by the Project Manager/Customer Admin.
• Text: The exact text that will be presented to the customer when utilizing the canned response.  This is a free form field that can be edited by the Project Manager/Customer Admin
• Language: Language of the canned response.  Select between English, Spanish, Russian or Hebrew
• Media Type: The media type the canned response can be used for: Chat or Email
• Business Processes:  The business processes the canned response is assigned to and can used when utilizing the media type within the business process
• Creation Date: Date and time the canned response was created

Adding a Response Template

1. Click on the Add New icon to add a canned response
2. A new canned response template pop-up box will open.  Fill in the following information:
   1. Title – Title/name of the canned response.  The title is what will show up when searching to add canned responses within a business process or channel.
   2. Language – language of the response.
   3. Media Type – the media type the response is able to be applied too: Chat, Email or Both.
   4. Text – the text that will appear to customers when they receive the canned response.
   5. Business Process – the business process the canned response can be utilized and assigned.
3. Select Ok.
4. The canned response will be added to the Canned Response Repository.
   
5. Save and deploy