XCALLY section | e.g. Staff → UsersTools → Canned Answers | ||||||||||||||
On this page |
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📋 What’s about
The Canned Answers are predetermined responses to common and frequent questions: the Agent can use a canned answer triggered by a key rather than typing the same answer repeatedly or pasting it from some other another resource.
Using canned answers (when it's appropriate) may increase productivity but even maintain a good level of communication.
Global Canned Answers can be created here and used in several interaction contexts: Open Channel, Mail, SMS, Chat, and so on.
Canned Answers can also be defined as Local to the Channel and to the Account/Website: it means that you can use them only when the conversation takes place in that specific context (Local Canned Answers are available for all Channel entry points, except FAX Accounts)
💡 How it works
When you enter this section you have the list of the Canned Answers already created:
Each of them can be edited and modified or deleted using the commands displayed by clicking on 
You can download one or many canned answers: click them from the list and then click on the icons 
to export or 
to delete:
⚙️ Create Canned Answers
You can create Canned Answers to be used in several contexts and modules by clicking on 
and + button and insert:
Key: keystroke the Agent will use in order to make the answer appear in the specific context (e.g. open channel interaction)
Type: you can choose two types of formats:
HTML on channels that support HTML code (as email).
Consider that to use canned answer in email with the correct formatting, you need to use html type
Text, mandatory for channels which do not support HTML format (SMS, WhatsApp, Openchannel, Chat)
Consider that in email channel, if you use text type, you will lose formatting.
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Text canned answers are deprecated for email channel. A red triangle icon and a warning toasty advice deprecation when agent selects a text canned answer. Support for this type of canned answer will be removed in the future. |
Then you need to insert Value, so the full canned answer text.
Description: insert here a description of it (optional)
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Using variables in the Canned Answers textThis text can also include variables rendering text, like in the following example:   Refer to the Omnichannel Variable list documentation for a complete set of those that can be used in this context. |
🔧 Using Canned Answers
Whenever the Agent interacts with the customer writing some text message (e.g. Mail, Chat, Open Channel, SMS) from the Omni Desktop Interface, Canned Answers can be useful:
If the Agent clicks on the icon button 
he can insert a few keystrokes to make the available canned answers that contain them appear:
and choose the one that best suits.