Instant - Canned Answers & Dispositions

Owned by Product Knowledge
Last updated: Jan 25, 2024
4 min read


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 from some other 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 interaction contexts.

Canned Answers can also be defined as Local to the Channel and to the Account: it means that you can use them only when the conversation takes place in that specific context (Local Canned Answers are available for the Channel entry points) 

Canned Answers

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.
You can download one or many canned answers: click them from the list and then click on the icon export or delete icon:

Create Canned Answers

You can create Canned Answers to be used in several contexts and modules by clicking on + and insert: 

  • Key: keystroke the Agent will use in order to make the answer appear in the specific context

  • Value: the full canned answer text 

Using variables in the Canned Answers text
This text can also include variables rendering text, like in the example

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

Using Canned Answers

Whenever the Agent interacts with the customer writing some WhatsApp message from the Omni Desktop Interface, Canned Answers can be useful: 

If the Agent clicks on the button with the light blue wand icon, he can insert a few keystrokes to make the available canned answers that contain them appear:

and choose the one to send.

 

Dispositions

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, maximum in a three level hierarchy) that can be applied to interactions records to describe them: for example, an Agent who has managed a WhatsApp interaction can use a disposition in order to indicate the type or resolution, but this can be done for any interactions when they are closed. 

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 the Administrator can add global dispositions available for all the environment, in addition to specific dispositions that can be created for specific environments.

Go to the Dispositions List:

click on + button and enter the 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 on the system, a disposition to which this refers in a two-level hierarchical relationship 

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

Click Save to confirm.

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

 

In order to Modify a Disposition, go to the List of Dispositions:

click edit on the command menu and modify it:

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