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.
- Log in to Helpshift.
- Open Agent Dashboard.
- Open a Smart View.
- Open the issue whose user you mean to engage.
- 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. - 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.
- 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. - (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.