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The use of predefined content saves time, and can ensure consistent, error-free responses and a professional “tone of voice”.You can access the predefined phrases while you are chatting and, rather than retyping repeatedly, you can select the relevant, ready-made response.The predefined responses are organized into categories, such as Greeting, Conversational, Closing and additional categories that your managers create based on your business needs.
Select an action by pressing the applicable letter: The END ENGAGEMENT and TRANSFER ENGAGEMENT hot keys are available only when you are chatting with a visitor._ Agents can send a direct link to a page on their website.
Create the link by entering a link name and the relevant URL.
While you are chatting, you can quickly navigate through the categories and select the relevant response.
Here are some examples of categorized predefined responses: Hot keys help agents manage multiple, simultaneous tasks, by providing shortcuts to easily move between tasks, such as opening the Visitor List, toggling your status, and transferring chats to other agents.
There are seven hot keys available in the Agent Workspace.