Manage Quick Responses in DFO

Information on this page is relevant to quick responses for digital channels only. For information about quick replies for ACD channels, see Manage Quick Replies in ACD.

Quick responses are pre-written responses that agents can use to respond quickly to common customer needs. For example, you can use them to answer frequently asked questions or send links and service information. They can be used with any Digital First Omnichannel channel, including socialClosed Public social media interactions, such as on Facebook or Twitter and messagingClosed Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger channels. This can help agents work cases more efficiently and ensure consistency and quality in their replies. Agents can find quick responses in the Knowledge Base when they view a post'sClosed A social media thread stems from one original post. A post can result in multiple threads from various contacts. details.

From the quick responses page, you can also add authorized third-party domains.

Create Quick Responses

  1. Click the app selector and select ACD.
  2. Go to DFO > Quick Responses.

  3. Click Add in the top right corner.
  4. Enter a Name for the quick response.
  5. Click the Type drop-down to select Plain text, Dynamic content, or Html.
  6. Enter the Content of the quick response. If you want to insert variable text that the agent fills in before sending the reply to the contact, you can select an existing variable or create your own. When an agent selects the quick response 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 insert it into a greeting.
    1. To select an existing variable, click the box next to Show variables list to see the variable options. Highlight and copy the desired variable and paste it into the Content box.
    2. To create your own variable, type the text you would like to use curly brackets. For example, you could type {amount owed} inside the Content box.
  7. Click Save. You will be directed back to the Quick Responses details page, where you can add the quick response to channels and tags.

Add Quick Responses to Channels

  1. Click Channels to select the channels you want the quick response to be available for.

  2. On the next page, click Add next to the desired channels. All changes are saved automatically.

  3. Click Back at the top to go back to the Quick Responses details page. A number appears in parentheses next to Channels under the Limitations heading, indicating how many you selected.

Add Quick Responses to Tags

  1. Click Tags to select the tags you want the quick response to be available for.

  2. On the next page, click Add next to the desired tags. All changes are saved automatically.

  3. Click the Back at the top to go back to the Quick Responses details page. A number appears in parentheses next to Tags under the Limitations heading, indicating how many you selected.