Quick Replies on MindBehind Live refer to predefined answers that can be routed as agents resume live conversations. Users with admin access to the relevant company must determine these answers. Agents cannot create these messages, but they can use messages that have been created.
To add quick replies to your conversations,
- Navigate to MindBehind Live > Company Management > Quick Replies and click the Add Quick Reply button located at the top right.
- In the window that opens, write your quick answer to the Quick Reply Description field. You can add a note about the purpose of using this quick reply in the Description field.
- Fill in the Category section to categorize the defined Quick Replies. To add a category, write the category name and click the plus (+) icon.
- To customize the defined Quick Replies on a department-specific basis, fill in the Departments field. You should select the relevant departments. If you do not select any department, the Quick Reply will be used for all departments.
To add a quick response, you should select the relevant category after adding it. After selecting the category, click the Add Quick Reply button to add a quick response.
5. Once you add your quick replies, the agents can use them in their conversations.
The Description field for Quick Replies will also serve as a keyword. The expression entered in the Description field used when creating a quick response will be recommended as a quick response when entered into the input field on the customer agent screen.