LAT - Canned Responses

Canned Responses feature is a valuable Digital Agent feature engineered for Live Agents to enhance their overall efficiency while in conversation with the end users. It offers a repository of pre-defined responses readily available for Live Agents to utilize while they chat with the end users. This streamlines the process of addressing common queries or issues. Canned Responses save time during chat conversations. So, Live Agents can handle a higher volume of chats within the same timeframe.

User Persona

Admin / Analyst

Benefits

Configure Canned Responses

User Persona: Admin

Admin can configure and manage the Canned Responses through the Workbench application. Add, view, edit, and delete Canned Responses as per the requirement without any hassles.

Admins can perform the following actions:

• View Canned Responses
• Search Canned Responses
• Add New Canned Responses
• Import Canned Responses
• Edit Canned Responses
• Delete Canned Responses

View Canned Responses

View the list of existing Canned Responses placed in alphabetical order, snippet wise.

To view the Canned Responses, perform the following steps:

1. Login to Workbench.
2. From the left panel, click Settings.
   Figure: Workbench - settings
3. Click Canned Responses. Refer the following figure:
   Figure: Canned Responses
4. The list of existing Canned Responses is displayed. Refer the following figure:Figure: Canned Responses

Five Canned Responses are listed on a single page. To navigate to other pages, click on the navigation arrows at the bottom of the page. To go to a particular page, click on the specific page number. Refer the following figure:
Figure: Canned Responses - navigation

Under the Response Text column, lengthy response texts are truncated with ellipses ("..."). When users hover over the truncated text, a tooltip appears, displaying the complete Response Text. Refer the following figure:
Figure: Truncated response text

Figure: Tooltip - Response text

Search Canned Responses

You can search Canned Response(s) by entering keywords in the search bar. Once you type in the keyword in the search bar and click the search icon or hit enter, the results from all the pages are displayed. The search keyword is highlighted in the results.
Figure: Search Canned Responses

Add New Canned Responses

Add new Canned Responses for different categories along with adding a response text for each of them.

To add a new Canned Response, perform the following steps:

1. Clickon the top right corner to add a new Canned Response.
   Figure: Add new Canned Responses
2. A pop-up is displayed where you need to enter details about the Canned Response like Snippet, response text, category and tags.
   Figure: New Canned Response - pop-up
   
   Refer the below table for the fields present in the Add New Canned Response pop-up along with their descriptions:

An asterisk (*) represents a mandatory field.

3. Click Save to add the new Canned Response. If you do not want to add the new Canned Response and close the pop-up, click Cancel. The newly added Canned Response appears at the top of the list.

Import Canned Responses

A predefined set of Canned Responses, often referred to as a Golden Set, can be imported into Workbench to provide a streamlined and efficient way for users to manage Canned Responses. Golden Set allows to easily edit, manage, and update Canned Responses.

The Canned Responses Golden Set significantly reduces the time and effort required to craft responses, while maintaining a uniform quality in the chat responses. Overall, the Golden Set feature enhances productivity and ensures that responses are both accurate and consistent.

User persona: Admin

To import Canned Responses, perform the following steps:

1. Log in to Workbench.
2. Click Settings. Refer the following figure:
   Figure: Settings - Workbench
3. Click Canned Responses. If there are no Canned Responses added, then the following screen is displayed:
   Figure: Canned Responses – main screen
   Note:

   • When a user accesses the main screen of Canned Responses for the first time, the following notification pop-up is displayed. This notification pop-up is also displayed whenever new Canned Responses are added to the Golden Set.
     Figure: Notification - first time user
     
     Click Try Now to view the Golden Set.
     
     
   • If new Canned Responses are added to the Golden Set, then those Canned Responses are highlighted in the Golden Set when user clicks Try Now in the notification pop-up to view the Canned Responses for the first time. Refer the following figure:
     Figure: New Canned Response – highlighted
     
     Newly added Canned Responses are no longer highlighted in the notification pop-up after the Golden Set has been viewed for the first time.
4. Clickto import Canned Responses. You can also click Import (shown in the above figure) to import Canned Responses from the Golden Set. A pop-up displays a list of all the Canned Responses from the Golden Set including details like:
   1. Snippet
   2. Response text
   3. Category
   4. Tags
      
      Refer the following figure:
      Figure: Import Canned Responses
5. Click on the checkboxes next to the Canned Responses that you want to import.
6. Once you click on the checkboxes of Canned Responses, Response Text field of the selected Canned Responses becomes editable. You can edit the response text as per the requirement. Refer the following figure:
   Figure: Edit Canned Responses
7. Click Import to import the selected Canned Responses from the Golden Set. A list of all the imported Canned Responses is displayed on the main Canned Responses screen. Refer the following figure:
   Figure: Imported Canned Responses
   
   
   Note:

   • All the Canned Responses which are not imported remain in the Golden Set.
   • After the Canned Responses are imported and are displayed on the main screen, only the Response Text field is editable for the imported Canned Responses. Refer the following figure:
     Figure: Editable Response Text of imported Canned Responses
   • All the fields of Canned Responses which are not imported from the Golden Set and are displayed on the main screen are editable.
     Figure: All fields editable
8. Click Cancel if you do not want to import the Canned Responses and exit the process..

Edit Canned Responses

To edit a Canned Response, perform the following steps:

1. Clickunder the Action column of the respective Canned Response which you want to edit.
   Figure: Edit Canned Responses
   
   The following pop-up is displayed where you can edit details of the Canned Response:
   Figure: Edit Canned Responses - pop-up
2. After updating details of the Canned Response in the pop-up, click Save to save the changes. If you do not want to save the changes, click Cancel.

Delete Canned Responses

To delete the Canned Responses, perform the following steps:

1. Clickunder the Action column of the corresponding Canned Response which you want to delete.
2. You can also click on the check box next to the Canned Response which you want to delete and then click .
3. To delete multiple Canned Responses at once, click on the checkboxes of all the Canned Responses which you want to delete.
   Figure: Delete multiple Canned Responses
4. Click the common icon on the top right corner to delete the selected Canned Responses.
   Note:

   If multiple Canned Responses are selected, then the individual delete option (icon) is disabled and only the common icon on the top right corner is enabled.

5. Once you click the or icon, a confirmation pop-up is displayed. Click Delete to delete the selected Canned Response(s). If you do not want to delete the Canned Response(s), click Cancel.
   
   Figure: Delete - confirmation
6. If you want to delete all the Canned Responses displayed on a page, then click the common check box next present on the top of the Snippet column.
   Figure: Select all Canned Responses
7. Then click the commonicon on the top right corner to delete all the Canned Responses displayed on a page.

Use Canned Responses

User Persona: Analyst

Live Agents can seamlessly use Canned Responses in their conversations with end users through the Live Agent hub. These pre-defined responses serve as a repository of commonly used messages or solutions tailored to address common queries.
Figure: Information - Canned Response

To use the Canned Responses, perform the following steps:

1. While conversing with an end user, enter # in the message text area. This will open a pop-up displaying a list of Snippets of all the available Canned Responses. Select the Snippet of the Canned Response as per the requirement. If you type specific characters after entering #, then the list of all Canned Responses is displayed as per the entered characters.
   Figure: Canned Responses - Snippets
2. When you hover over the Snippet in the pop-up, the response text is displayed as a tool tip.
   Figure: Snippet hover over information
3. As you type in the snippet after ‘#’ and press tab or click on any Snippet, the response text of the respective Snippet is populated in the text area automatically. You can also edit the response text.
   
   Figure: Snippet text
4. You can also add the name of the Live Agent or the end user by typing @. This will open a pop-up displaying the names of the Live Agents and end users.
   Figure: Name of Live Agent / end user
5. When you hover over the name of the Agent or User, name of the Live Agent or the end user is displayed. Click on the Live Agent or end user name to include the name in the message text area.
   
   Figure: Live Agent / End User name
6. Click Enter orto send the message from the Canned Response snippet.