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Request for Shortcuts to Canned Responses and multiple Canned Responses per message

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  • 1.  Request for Shortcuts to Canned Responses and multiple Canned Responses per message

    Posted 08-28-2024 14:00
    Edited by Katrina Turgeon 08-28-2024 14:04
    No replies, thread closed.

    Hi!

    We support Live Chat for our clients through the Messages channel.  

    It would really improve our efficiency if there were Keyboard shortcuts to specific canned responses. 

    Since agents are typing, they do not have a hand on the mouse.  Being able to type "/Thankyou", "*T", or some similar alias or command, would be so much faster than the agents pausing, reaching for the mouse, scrolling to the correct canned response in the right library, choosing it, and then going back to the keyboard to adjust the message.

    Needing to memorize the command may be tedious, but it was a huge advantage with other chat centers I have run.

    I apologize for the title mentioning multiple responses per message!

    Thank you


    #Roadmap/NewFeatures

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    Katrina Turgeon
    Data Recognition Corporation
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  • 2.  RE: Request for Shortcuts to Canned Responses and multiple Canned Responses per message
    Best Answer

    Posted 08-28-2024 17:00
    No replies, thread closed.

    Hey Katrina! I think this is a great suggestion! Have you checked out the Product Ideas Lab before? I found this idea that you can vote on there that matches what you're describing here. https://genesyscloud.ideas.aha.io/ideas/CEEMAIL-I-23 



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    Ashley Timbrook
    TTEC Digital, LLC fka Avtex Solutions, LLC
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    Original Message


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