V3 Canned Answers

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 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 find the list of the Canned Answers already created:

Open

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:

Open

Create Canned Answers

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

• Then you need to insert Value, so the full canned answer text. 

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

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.

Canned Answers on New Client Experience

AVAILABLE FROM VERSION 3.46.0

If you enable New Client Experience, you can get this visualisation of the list of created canned answers:

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