Manage Quick Responses

You can create folders to organize and sort quick response messages. You can create, edit, move, delete, and filter quick responses. Additionally, you can add or change the ACD skills and points of contact that quick responses are assigned to.

Create New Folder

Required permission: ACD > ACD Settings > Quick Responses > Create

You can create folders to organize and sort quick responses. You can expand and collapse folders to view what quick response messages they contain. Folders only organize quick responses for administrators. They do not impact how agents see quick responses in the agent application.

Plan the structure of your folders before beginning to create them. This ensures that your quick responses are well organized and easy to find.

  1. Click the app selector icon of app selector and select ACD.

  2. Click ACD Settings > Quick Responses.

  3. Click New Folder.

  4. Enter a Name for the folder.

  5. Click Save. Folders don't appear in the Quick Responses list until a quick response has been assigned to them.

Manage Folders

Required permission: ACD > ACD Settings > Quick Responses > Edit, Delete

You can rename and delete folders you've created. You can also click the Name column to sort quick responses and folders in alphabetical order or reverse alphabetical order.

  1. Click the app selector icon of app selector and select ACD.

  2. Click ACD Settings > Quick Responses.

  3. Under the Actions column, click the three stacked dots Three vertical dots. in the row of the quick response you want to manage. Select the action that best suits your needs.

    Field

    Details
    Rename Enables you to rename quick responses.
    Delete Deletes the quick response.

Manage Quick Responses

Required permission: ACD > ACD Settings > Quick Responses > Edit, Delete

You can rename, move, and delete quick responses you've created. Quick responses not assigned to a folder appear at the top of the Quick Responses list.

  1. Click the app selector icon of app selector and select ACD.

  2. Click ACD Settings > Quick Responses.

  3. Under the Actions column, click the three stacked dots Three vertical dots in the row of the quick response you want to manage. Select the action that best suits your needs.

    Field

    Details
    Rename Enables you to rename the quick responses.

    Move

    Enables you to move a quick response to another folder. Quick responses can only be moved to existing folders.
    Delete Deletes the quick responses.

Filter Quick Responses

Required permission: ACD > ACD Settings > Quick Responses > View

You can use the search bar to find quick response folders and messages. You can also filter the quick responses list by type, tag, or point of contact.

  1. Click the app selector icon of app selector and select ACD.

  2. Click ACD Settings > Quick Responses.

  3. To filter quick responses, click the filter Funnel.

  4. Open one or more of the drop-downs and select the Types, Tags, or Points of contact you want to filter by. The list automatically updates according to your selections. You can clear some or all of your selections from the drop-downs.