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How do I use predefined replies in the SuperOffice Chat?

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Question

How do I use predefined replies in the SuperOffice Chat?

Answer

You can easily use already prepared answers while answering your customer's inquiries on the SuperOffice Chat. There are three different forms of replies: FAQs, Reply Templates,​ or Quick replies. To learn how to use it, follow the steps below: 

  1. Click  in the lower part of the chat panel and a new menu will appear giving you your options for replies.


     
  2. On the left side of the dialog, you can browse folders or you can enter search text in the top field. On the right side of the dialog, you will see a preview of your selected item. 
     
  3. For your already prepared answer you can use:
     
    1. FAQs. If you choose to use FAQ it will insert a link to an FAQ accessible in SuperOffice Customer Centre. Please read this article to learn how to create an FAQ. 

      Note! Only FAQs that are Accessible to everyone and Published will be available to use in Chat.
       
    2. Reply templates. If you choose to use a reply template it will insert template text. Please read this article to learn how to create a reply template.
       
    3. Quick replies. If you choose to use quick replies it will insert a quick reply. Please read this article to learn how to create a quick reply.

      Note! Quick replies are made and saved per agent and from SuperOffice 8.4 R07 these responses can contain both links and attachments. 

Note! You must have at least one user with a Service or Complete user plan to access your Knowledge Base with FAQs and Reply templates.

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Details

Language: EN
Version: 8.1 CRM Online→
Product: Customer Service
Product area: Settings / Configuration,Request handling

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Tags

  1. Application