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  • 1.  Canned Response Bulk Upload

    Posted 09-15-2023 10:32

    Is there a way to import/bulk upload canned responses?  And potentially add them to a library?


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #PlatformAdministration
    #SystemAdministration

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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
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  • 2.  RE: Canned Response Bulk Upload

    Posted 09-16-2023 15:08

    Not that I can see.  You might try using Knowledge Articles and Agent Assist for knowledge searching instead of canned responses.  You can upload that manually or through the API.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Canned Response Bulk Upload

    Posted 09-18-2023 15:10

    Thank you Robert.  I wasn't finding anything either.  What we are looking to do is within a sms/chat session give our agent several 1-click canned response options to quickly answer common questions so that they do not need to type out a response.  That was our thought process for the canned responses.  We weren't really doing a knowledge search and I don't think Knowledge Articles or Agent Assist would help us in this use case.



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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
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  • 4.  RE: Canned Response Bulk Upload

    Posted 09-18-2023 20:30

    The knowledge articles can give you similar, single-click answers and will allow you to create articles in bulk.  Knowledge searching does not cost any extra, just surfacing with the AI.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Canned Response Bulk Upload

    Top 25 Contributor
    Posted 09-21-2023 18:29

    @Robert Wakefield-Carl How do you enable manual knowledge searching for the agent, without enabling the automatic surfacing with AI?



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    Anton Vroon
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  • 6.  RE: Canned Response Bulk Upload

    Posted 09-21-2023 20:23

    It is the same setup as Knowledge Surfacing, but if you don't have the Agent Assist license or the Vouce beta, users can only manually seach.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 7.  RE: Canned Response Bulk Upload

    Top 25 Contributor
    Posted 09-21-2023 21:29

    Thanks Robert



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    Anton Vroon
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