Optimising Replies

To optimize their replies, agents can utilize Canned Responses to quickly send predefined messages during chats by typing '/' followed by the short code. For messages outside the 24-hour window, Template Messages allow users to maintain timely and consistent communication. These tools enhance efficiency and ensure standard responses.

Canned Responses are saved reply templates which can be used to quickly send out a reply to a ticket. Canned responses are used with the help of Short Codes. Agents can access canned responses while on a chat by typing '/' followed by the short code. Template Messages are messages that can be sent to the customer outside the 24 hrs window.