Manage Quick Replies in ACD
Information on this page is relevant to quick replies for ACD channels only. For information about quick replies for digital channels, see Manage Quick Responses in DFO.
Quick replies are pre-written responses that agents can use to respond quickly to frequently asked questions in email or chat messages. You can style them using basic text modification tools in the platform or with HTML tagging. They require an agent to enter text in a text field before sending the quick reply. For instance, the agent might have to write the contact's name before sending the quick reply so the actual name can be injected in place of the variable.
When agents access quick replies, those that you have marked as favorites appear at the top of the list. Quick replies are searchable by title, keywords, and content. It's important to create meaningful titles and associate relevant keywords to each reply so agents can quickly and easily access the quick replies they need.
Each quick reply has an audit history tab that displays a table of information about the creation and last modification of the quick reply. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.
Create a Quick Reply
Required permissions: Quick Replies Create
Click the app selector and select ACD.
Go to ACD Settings > Quick Replies.
- Click Create New.
- Enter a Title.
Enter the Content for the quick reply.
Apply any styles you want using the text editing options in the toolbar. If you would prefer to style the text with HTML, click the HTML link in the toolbar. Mark up your text and click Update.
- If you want to convert text to a variable that the agent fills in before sending the reply to the contact, highlight the text and click VAR. When an agent selects the quick reply for use, the agent must first fill in a text box for the variable to inject the correct data. For example, the agent might need to type their own name to inject it into a greeting.
Enter Keywords, or key search terms that don't already appear in the Title or Content. This improves the searchability of the quick replies for your agents.
If you want this quick reply to appear on the top of the list of quick replies in , select the Favorite icon.
Click Create Quick Reply.
When the quick reply Details page loads, click the Skills tab.
From the Add Skills table, select all ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to have the new quick reply available for.
Click Add Skills.
Technical Scripting Information
These technical details can help you set up Studio scripts that use quick replies. If you need assistance, contact your CXone Account Representative.
- Script variable values can automatically be merged or pre-populated into the quick reply variables in MAX. The variable names must match and the script Assign action must be set to ScreenPop = true. When variable values are merged, MAX agents retain the ability to manually modify the pre-populated fields.
- The total amount of variable data configured to ScreenPop should not exceed 200 KB. Larger amounts of data may slow MAX performance.