Table of Contents
What are predefined responses?
Predefined responses are pre-written messages that can be quickly retrieved using a shortcut. This is a very effective way to reduce agents’ response times to customers and to avoid having to repeatedly type the same answers to the same questions.
Predefined responses are intended to help agents work more efficiently, reduce the wait time for a response from the customer by up to 87%, and increase customer satisfaction. In addition to saving a significant amount of time, predefined responses help prevent typos, especially in names, addresses, URLs, etc., which can be tricky.
Using Predefined Responses
To use a predefined response in the chat, the agent must type the hash symbol # followed by the corresponding shortcut. The agent has two options for adding the shortcut to the input field: select one from the drop-down list of predefined responses or start typing the shortcut from scratch.
When the agent starts typing, a visual menu appears that shows only the hashtags beginning with the letters typed, and the agent can click on the line with the “mouse” or use keyboard shortcuts to select the desired response. When the spacebar is pressed after the shortcut, it automatically becomes the selected full response.
Predefined responses are divided into groups based on a common theme, or “case type” (products, complaints, credit card activation, etc.).
