The Quick Reply feature is used to provide fast references while online customer service representatives reply to user messages. Administrators can configure the content of quick replies from within their management workbench.
Add Quick Reply
1. Visit the Console directly, then click on General Settings > Quick Reply in the left navigation bar to reach the Quick Reply settings page.
2. Click Add Quick Reply in the upper-right corner.
Grouping: Categorizing the quick replies for easy organization, for example: commonly used language, apology expressions, price-related, and so on.
Title: The title of the quick reply for the online customer service to differentiate between different quick replies.
Quick Reply Content: The specific content of the quick reply sent to the user.
3. When online customer service uses it, typing the # key will result in the quick reply function as shown in the figure below.
Batch Upload Quick Reply
1. Visit the Management Workbench directly, then click on General Settings > Quick Reply in the left navigation bar to reach the Quick Reply settings page.
2. Click on Upload in Bulk at the top right corner, in the batch upload dialog window, Download the template, and fill in the template table based on the example contents.
Grouping: Categorizing the quick replies for easy organization, for example: commonly used language, apology expressions, price-related, and so on.
Title: The title of the quick reply for the online customer service to differentiate between different quick replies.
Quick reply content: The specific quick reply content sent to the user.
3. Upon completion of filling out the form, click on Upload File. After the upload, click Confirm.
4. Once successful import is indicated, one can view the imported content in the Quick Reply list.
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