Use canned responses during agent interactions


Prerequisites:

The following permissions (included in the PureCloud User role):

  • Responses > Response > View
  • Responses > Library > View

Agents can find and use canned responses in the Interactions panel. Agents can read responses during a call or insert and send responses in chat interactions. 

Access canned responses from the Interactions panel by clicking Canned Responses.Canned Responses icon

  1. From an interaction, click Canned Responses.Canned Responses icon
  2. Select a library from the libraries listed. 
  3. Select a response name. The response’s text displays.
  4. If the response’s text is too long to display in the responses list, select the Expand icon to view the full response. Expand response

  1. From an interaction, click Canned Responses.Canned Responses icon
  2. In the Find response field, type a part of the response you are looking for. The search term can be a part of the response name or in the response itself. 
  3. Press Enter. Search results, including the response name and library name, display. 
  4. To display the full response and library name, select a response name.Response search

  1. In a chat interaction, click the Canned Responses icon.Add response icon
  2. Find and select the response you want to use. 
  3. Click the Insert arrow. Insert response
    PureCloud inserts the response in chat window. The response replaces and deletes any previous unsent text.

Note: 
  • A response can have formatting, such as bulleted lists or custom hyperlinks. This formatting does not display the same way in the chat window as it does after you send it to the customer. To learn more about formatting in chats, see Format text in chats.
  1. Select the chat window and press Enter to send the chat message.

  1. In an email interaction, click the Canned Responses icon.Add response icon
  2. Find and select the response you want to use. 
  3. In the email reply, place your cursor where you want to insert the canned response.
  4. Click the Insert arrow. Insert responsePureCloud inserts the response in the email reply where you placed the cursor.

  1. To complete the email message, continue to type in the reply field.
  2. To send the reply, click Send.
  3. Complete any required after call work and click Done.

  1. In a social expression interaction, select the Canned Responses icon.Add response icon
  2. Find and select the response you want to use. 
  3. Click the Insert arrow.Insert response

Note: 
  • You can send up to 140 characters of text when responding to a tweet.
  1. Click the interaction window and press Reply to respond to the social expression.