Templated response button

These buttons can be configured to give the agent automatic responses to customers when dealing with web chat, email, SMS and WhatsApp interactions. You can configure them to paste text into the response (which can be edited) or paste and send text as a response (cannot be edited).

Use case example

To speed up conversations with customers, common questions can be answered with the push of a button, rather than agents having to type a response each time. If you wish, agents can paste the automatic response first, to check or edit before sending.

Tab 1 – Field Config

Reference Name – The reference generated by the system.

Action – You can select which action to take when the button is pressed;

Paste. If chosen, pressing the button in web agent will paste the response into the input box of the web agent. The user can then edit the response before pressing send.

Instant. If chosen, clicking this button in web agent will automatically send the response configured, to the customer.

Template - Here you can define what the button will add to the interaction.

Select a field (Add) – From the drop down, you can select which fillpoint(s) you wish to add to the text. In the example above, the agent name is included, but you can use any information you wish from your global data fields of page fields within the script.

Preview – If their is matching information to the option selected in the drop down, this will display the example.

Tab 2 – Field style

Visible – Make the field visible or invisible to start with.

Font size – Choose the font size.

Active state

Button text – Configure what you want the button to say to your agents.

Colours - Allows you to customise the look of the button.

Tab 3 – Dispose Settings

Dispose – Check to use this button to send a message and dispose of the interaction.

Result code plan – Select which plan the result code will come from.

Result code - Choose which result code to use when dispositioning with this button.