Insert Canned Replies into Live Chats

Over time, agents may discover that different customers ask the same question. Instead of typing the same response over and over, agents can use canned replies to quickly and efficiently respond to some live chats.

Applies to SmarterTrack 9.x-11.x

Follow these steps to insert an existing canned reply into a live chat during an active chat session:

1. When in a live chat, click the Actions menu in the Content Pane.
2. Click Insert Canned Reply. This will load a pop-up window listing the available canned replies.
3. Double-click the desired canned reply. The canned reply will automatically be inserted into the Agent's live chat text box.
4. Hit Enter.

Applies to SmarterTrack 7.x - 8.x

Follow these steps to insert an existing canned reply into a live chat during an active chat session:

1. When in a live chat, click the Down Arrow button to the right of the text field.
2. Click Insert Canned Reply. This will load a pop-up window listing the available canned replies.      
3. Double-click the desired canned reply. The canned reply will automatically be inserted into the Agent's live chat text box.      
4. Click Send.

For more information, please refer to the SmarterTrack Online Help or the KB article, Create Canned Replies.

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