quick reply

How do I see Quick Replies metrics in Power BI?

Quick Replies metrics can be found in the Support Analytics report. Open any tab, then click the expander button next to the drill down table at the bottom of the report. This will open up the drill d...

How do agents invoke Quick Replies?

Background: Quick Replies are macros that can help customer service agents to respond quickly and uniformly to certain kinds of issues. For example, a brand might prepare one set of Quick Replies for...

What are Quick Replies, and how do I use them?

Quick Replies are templated messages that Agents can easily search for and use to reply to end users. These messages include greetings, frequently asked questions, signatures, and more. Agents can eas...

How do I create & manage Quick Replies?

Admins and Supervisors (when granted permission by Admins) can create and manage Quick Replies for Agents to use, and folders to organize them. To create new Quick Replies, navigate to Settings > W...

How do I delete Quick Replies & folders?

To delete Quick Replies and folders, navigate to Settings > Workflows > Quick Replies. To delete a folder, click the trash can icon which appears to the right of the folder name when the folder ...

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