If the agent selects a group while searching for a quick text, the search is limited to only those texts under the selected group.If the search does not match any group name, then the system searches for quick text itself and not the group, and displays the matching texts.If the search text matches a quick text group name, all texts under that group are displayed.If an agent searches for a quick text from a group, the results are displayed based on the following conditions: If quick text grouping is enabled, then quick texts that are not added to any group is displayed under Ungrouped Quick Texts. Such groups are helpful if many quick text responses exist and finding them in a long list is time consuming.įor example, an agent can use a Customer Greetings group that contains quick text responses related to initial greeting messages, such as How are you?, Hello! How can I help you today?, or Can I help you today? Quick text groups- Quick text responses can be grouped together to make them easier to find.Agents cannot edit these quick texts.Īs an agent, you can create quick texts for your own use. Live Chat includes sample quick texts that you can use.įor example, Good Afternoon, How may I help you?, Have a great day.Īs an administrator, you can create quick texts for agents. Quick texts are common messages or questions that agents use.
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