V3 Canned Answers

Overview

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 another resource.

Using Canned Answers can help increase productivity while maintaining a high level of communication quality.

You can access the Canned Answers section from the Tools menu in the main navigation panel.

When you enter the Canned Answers section you find the list of the Global Canned Answers already created, that can be used in several interaction contexts (Open Channel, Mail, SMS, Chat, and so on).

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Clicking the three dots button (⋮) next to the global canned answer, you can:

• Edit the canned answer

• Delete the canned answer

To Delete or to Export in CSV one or more canned answers, you can select them and the related function icons will appear on the right of upper bar.

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Create Global Canned Answers

To create a new Global Canned Answer:

1. Click the blue + button  located at the bottom-right corner of the interface, under Tools → Canned Answers

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2. Enter the Canned Answer’s details:

   • Key: key that 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, as described in the next paragraph:

     • HTML

     • Text

   • Value: the text of the canned answer

   • Description: optional description

3. Click Add Canned Answer to confirm.

Canned Answers Type: HTML or Text

The HTML type can be set for channels that support HTML content, such as Email.

To ensure proper formatting when using Canned Answers in Email interactions, make sure to select the HTML type.

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The Text type is used for channels which do not support HTML format (SMS, WhatsApp, Openchannel, Chat).

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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.

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Using variables in Canned Answers

Canned Answers can also include variables to dynamically render text. In the below example, a dynamic signature using the variable{{user.alias}} has been set.

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Refer to the Omnichannel Variable list documentation for a complete set of those that can be used in this context.

How to use Canned Answers

Canned Answers can be used by Agents through the XCALLY Omni Desktop web interface while interacting with customers via text-based channels such as Email, Chat, Open Channel, SMS, and WhatsApp.

To find, select, and send a Canned Answer, the Agent must follow these steps:

1. Open the customer interaction

2. Click the magic wand blue button

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3. Type the Key of the canned answer (or part of its text)

4. Find the proper canned answer

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5. Click on the canned answer and send it to the customer
   
   

Canned Answers on New Client Experience

FROM VERSION 3.46.0

By enabling the New Client Experience, you can access the below list of created canned answers:

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In this section you can:

• search for a specific canned answer

• set and clear filters

• manage columns

• activate the advanced search for each field

• delete canned answers (single or bulk delete)

• export to CSV, if you select at least 1 canned answer

• edit a specific canned answer

• create a new canned answer, by clicking on Add and indicate:

  • Key

  • Format and value

  • Description

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