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.

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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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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

• Format: Text type used for channels which do not support HTML, like WhatsApp

• Value: the full canned answer text 

• Description: insert here a description of it (optional)
  
  

3. Click Add Canned Answer to confirm.

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.

Canned Answers can be used by Agents through the XCALLY Omni Desktop web interface while interacting with customers via text-based WhatsApp channel.

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

In the Dispositions section you can add Global Dispositions available for all the environment, in addition to specific dispositions related to lists or accounts. 

A Disposition is a label — or a set of labels organized in up to three hierarchical levels — that can be applied to interaction records to classify or describe them. For example, an agent who has managed a WhatsApp interaction can use a disposition to indicate the type or resolution.
By default, some dispositions are already available on your XCALLY Motion (as Interested, Not Interested, Sold) but you can add as many dispositions as needed.

In the Tools → Dispositions section, you can see the Global Dispositions list and add new Global Dispositions, available system-wide.

To create a new Global Disposition:

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

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2. Enter the Disposition’s details:

• Name: name of the disposition that will be displayed for agents managing contacts in this list

• Description (optional)

• First Level Disposition (optional): choose, from among the dispositions already present in the system, a disposition to which this refers in a two-level hierarchical relationship. If you don’t select a first level disposition, the created disposition will be considered itself a first level one.

• Second Level Disposition (Optional): choose, from among the dispositions already present in the system, a disposition to which this refers in a three-level hierarchical relationship  

3. Click Save to confirm.

After the disposition is created, you can view, edit or delete it.

When you delete a 1st level disposition, the related 2nd/3rd levels are automatically canceled (for 2nd/3rd disposition the toasty “disposition already deleted” can appear)

Consider that it is not possible to create different dispositions with the same name at the same level.

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To Modify a Disposition, go to the List of Dispositions:

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click edit on the command menu and modify it:

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