Streamline your interactions and elevate your responses with predefined content. This library of ready-made phrases lets you access professional, error-free responses to common questions and situations, saving you time and effort. 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. Managers can also assign Hotkeys (shortcuts) to the most useful predefined responses and you can save time and energy by using them.
In case the conversation is being conducted by an agent with the conversation assigned skill, predefined content will be filtered based on this skill.
When the agent assigned to the conversation has different skills than the conversation skill, predefined content will be filtered by the agent's skills.
However, there are two scenarios when all predefined content will be returned, without filtering:
- The agent and the engagement do not have an assigned skill
- Viewing or joining a conversation (when the user is not the assigned agent) by either Agent or Agent Manager.
While you are chatting, you can quickly navigate through the categories and select the relevant response. Here are some examples of categorized predefined responses:
- Closing: Thank you for visiting. Please contact us any time.
- Conversational: Thank you for waiting.
- Greeting: Hello, How may I assist you?
When you first open the Conversational Cloud, you’ll find ready-made, predefined content in the predefined content library, which is accessed through the Campaign Builder. You can use and edit the predefined content, or you can add your own relevant content, according to your business needs.
To add a new item to your predefined content library:
1. Open the Campaign Builder.
2. In the Campaign Builder footnote, click Predefined Content. The Predefined Content library is displayed.
3. Click Add content. The Add new predefined response screen is displayed.
4. Select the language of your predefined response. If the language is not displayed, click the + sign to add a new language.
5. Enter the title and text for the predefined response. You can also add dynamic text to your predefined response, including skill name, skill description, agent name, agent nickname, and agent email.
6. Select the category for the predefined response. This will affect the category where the response is displayed in the Agent Workspace.
7. Select the HotKey combination that agents can use to send the predefined response during a conversation with a consumer.
8. Ensure that the predefined response is toggled on.
9. Click Save, or click Save & add another if you want to add additional items. The predefined response is now displayed in the Predefined Content library.
To edit an existing predefined content response:
1. Open the Campaign Builder.
2. In the Campaign Builder footnote, click Predefined Content. The predefined content library is displayed.
3. Click on the predefined response that you want to edit. The manage predefined content screen is displayed.
4. Edit the predefined response as required, and then click Save. The updated predefined response will now be displayed in the predefined content library.
That is the last of the "Assist" capabilities in Stage One. You will not be formally launching "Automation" capabilities in Stage One. So we will now move on to the things your call center leadership and staff should be considering as you launch the solutions in Stage One. Click here to proceed.
