Canned Answers
You might already be familiar with 'Canned Answers' with other applications, such as help desk or ticketing system, and Contivio is no different. Contivio Administrators can create many 'Canned Answers' entries, which all agents can use to easily insert into the chat responses.
Selected entries will be displayed to the agent to modify and personalize (if needed) before it is sent to the website chat visitor. This can save a lot of time if there is a trend or series of common responses (answers that are product specific, for example).
Selected entries will be displayed to the agent to modify and personalize (if needed) before it is sent to the website chat visitor. This can save a lot of time if there is a trend or series of common responses (answers that are product specific, for example).
How is this configured?
Navigate to the 'Canned Answers' section of the Contivio Admin Portal and click on 'New' at the top of the page.
'Answer Text' is the text displayed to the agent.
'Queue Availability' can be used to restrict the entry to be applied to a single queue. As an example, an administrator may wish to create 'Canned Answers' specific toward two different queues (sales questions, versus support questions, for example)
'Answer Shortcut' can be used to allow the agents to enter these chat responses easily without using the drop-down menu.
'Answer Text' is the text displayed to the agent.
'Queue Availability' can be used to restrict the entry to be applied to a single queue. As an example, an administrator may wish to create 'Canned Answers' specific toward two different queues (sales questions, versus support questions, for example)
'Answer Shortcut' can be used to allow the agents to enter these chat responses easily without using the drop-down menu.
Go ahead and create as many responses as needed.
Here is how it appears for the agent using the Contivio Client in a chat session.
The agent may select the drop-down arrow seen on the right to view all entries.
As agents become familiar with the Canned Answers available to them, they will enter the short-cut code seen in the blue text
Once the agent selects the answer, and clicks on 'OK', they can submit the response immediately or make changes before sending
