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  • 1.  Formatting Canned Responses for Web Chat

    Posted 03-08-2019 11:08
    No replies, thread closed.
    Good Morning!

    We have noticed that there is no way to keep a formatted canned response when the response is sent in a web chat.  Is this going to be a feature that will be added at some point?  Is anyone else experiencing this?  If so, does anyone know of any workarounds?  Relying on the agent to manually format canned responses is not ideal.
    #Unsure/Other

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    Alisa Mizer
    Avtex
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  • 2.  RE: Formatting Canned Responses for Web Chat

    Posted 03-13-2019 16:15
    No replies, thread closed.
    @George Ganahl Do you have any knowledge around Web Chats and canned responses? ​​We have an issue where the customer states that the canned responses used to format correctly when inserting them into a chat, but now they do not, we can replicate this in our org as well. Support said that we would have to manually format the message in the Chat window prior to sending them. Any ideas on why this would all of a sudden not function? Our concern with this is that more and more customers are starting to use the Web Chat feature and properly formatted canned responses would be a big plus. Relying on the agent to manually format each chat will be a huge drawback.

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    Angelia Harper
    Avtex
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    Original Message


  • 3.  RE: Formatting Canned Responses for Web Chat

    Posted 03-14-2019 10:13
    No replies, thread closed.
    I have not dug into the newer chat, so I'll have to do some research and get back to you. Might not be right away, as I am in all-day meetings :-)

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 4.  RE: Formatting Canned Responses for Web Chat

    Posted 03-15-2019 10:06
    No replies, thread closed.
    This article in the Resource Center might help as you try to format canned responses. It lists some limitations with formatting canned responses. https://help.mypurecloud.com/articles/format-canned-responses/. 
    I think markdown formatting in a canned response should work when agents use them in chats. So one work around might be to create a separate library of canned responses with markdown formatting for agents to use in web chats. Here's some information about formatting chats using markdown: https://help.mypurecloud.com/articles/format-text-chats/. 
    I hope this information helps.

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    Jordan Robinson-Rucker
    PureCloud Technical Writer
    Genesys - Employees
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    Original Message


  • 5.  RE: Formatting Canned Responses for Web Chat

    Posted 03-15-2019 10:25
    No replies, thread closed.
    Good point, Jordan.

    Angie, I think Markup is your only option due to the technology behind web chat (not just ours, but in general). You can do quite a bit with it, though. The hassle is having to create and train agents to use different canned responses for different types of interactions.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 6.  RE: Formatting Canned Responses for Web Chat

    Posted 03-15-2019 10:44
    No replies, thread closed.
    Thank you All, is there any reason why this would have changed? The customer states that it did used to work, Would it have been from when the decommissioned the Website only?

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    Angelia Harper
    Avtex
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    Original Message


  • 7.  RE: Formatting Canned Responses for Web Chat

    Posted 03-15-2019 11:21
    No replies, thread closed.
    Talking with folks in the background, no, it should not have changed when the way of setting up chat changed. There was some work done on canned response formatting.

    So, they have requested that you submit a ticket, so someone can take a deeper look at what's going on. You'll need to mention in the ticket that you were asked to submit it, and it will probably need to be escalated to get to the right people. Send me the ticket number, too, in a PM.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


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