Clickable keywords to insert canned replies in tickets and chat
Idea shared by Pantheon - 9/28/2019 at 4:01 PM
Under Consideration
I think this would be a great feature to streamline an agent's workflow. Basically, you would be able to assign tags/keywords to canned replies, and if any of those show up in a ticket or chat, then an agent can simply click on them and select a canned reply from a dropdown box. See mockup below.

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Pantheon,

Thanks for the suggestion!  I've submitted this as a feature request for you.
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Maybe you could also use this method to easily insert KB article links into chats or tickets. Just assign tags/keywords to KB articles, then select which related article you want from the dropdown. If a canned reply and KB article have the same tag/keyword, the dropdown would show all the canned replies together at the top of the dropdown list, then all the KB articles together at the bottom of the dropdown list.

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