A Quick Reply in Agent Dashboard is a kind of text-insertion macro. As soon as a service agent invokes one, it injects a detailed and personalized response automatically into the active chat session.

An agent can search for and invoke Quick Replies.

BEFORE YOU BEGIN
  • Log in to Helpshift.
  • Open Agent Dashboard.
  • Open a Smart View.
  • Open the issue whose user you mean to engage.
Step 1.  In the button bar below the open issue’s conversational history, click Insert Quick Reply.

A contextual menu shows both a text search field and a list all of all Quick Reply folders. Browser focus is inside the text search field, to support entering text immediately.

Step 2.  Do either of the following.
  • Begin entering relevant words into the search field to start populating a dynamic list of all matching Quick Replies.
  • Click a folder to expand a list of all the Quick Replies within it.
Step 3. To choose the most appropriate of these Quick Replies, click its name in the list.

NOTE:
As an alternative to Steps 1-3, you can enter the forward-slash character ("/"), followed by your search term. A dynamic list of the matching Quick Replies loads inline. As described above, you can click a returned match to choose and invoke it.


The corresponding Quick Reply text loads immediately into the chat session reply field, where it is fully editable.

Step 4. (Optional) Edit the reply before deciding whether to send it.

To send the Quick Reply text as a reply in the active chat session, click either REPLY or REPLY & RESOLVE.