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Canned Responses in Various Languages

  • 1.  Canned Responses in Various Languages

    Top 25 Contributor
    Posted 7 days ago

    Hello,

    I am curious if we have the option of having canned responses associated with languages.
    For example, depending on the language of the interaction, having only the canned responses for that language.

    I am aware of the libraries but as they cannot be broken down by sub-categories, I was wondering of the different possibilities provided by the canned responses.

    For example, we have agents called categorized as Proactive and Reactive. The canned responses for the 2 groups are different. 

    Additionally, we have main categories and sub-categories such as:

    - Proactive - Openers - Browse
                                                     - 1
                                                     - 2
                      - Openers - Proposal
                                                     - 1
                                                     - 2
    - Proactive - Discovery
                                                     - 1
                                                     - 2
    - Reactive English
    - Reactive French
    - etc...

    And if we need to separate canned responses by categories, I see only Libraries available.

    So basically, is there any way to have canned responses associated to a respective group or would all groups Reactive and Proactive see all the canned responses? The same question would apply for languages and channels.

    Or do we only have the option of organizing the canned responses using libraries?


    #ArchitectureandDesign
    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

    ------------------------------
    Louis D.
    ------------------------------


  • 2.  RE: Canned Responses in Various Languages

    Top 25 Contributor
    Posted 7 days ago
    Not at present.  I would suggest you look at Shelf.io for this.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Canned Responses in Various Languages

    Top 25 Contributor
    Posted 6 days ago

    Thank you for the reply Robert.

    I just want to confirm: if we create canned responses, then all the agents given access to them would be able to see/use them no matter the channel, is that correct?



    ------------------------------
    Louis D.
    ------------------------------



  • 4.  RE: Canned Responses in Various Languages

    Top 25 Contributor
    Posted 6 days ago
    Correct.  All canned responses can be used across all media types.  I would really suggest you check out Shelf.io for more sophisticated KM.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------