Live Chat -scripts book

[AndyGilly]

Other live chat systems I have used have the ability to build a repository of replies that can be used at the click of a button

is this something that has been looked at before?

thanks

Andy

[James Ainsworth]

Hi Andy,

Thanks for your post.  Definitely something that we have talked about adding.  I'll make sure this gets back to the development team to have a look at.  

Regards,

James

[James Ainsworth]

Just a question... The title of your post mentioned Script  whereas your comment is about a repository of replies.  Possibly two very different things.  I see a script as an ordered list of questions for a particular scenario that an agent would ask a customer during a chat session.  However, the replies would be a collection of snippets to help an agent with providing quick responses, like having a standard greeting or closing for a chat session.  

I'm going to assume that both features are going to add value, but wanted to ask which one of the two options are you looking for?

[AndyGilly]

thanks for coming back @James Ainsworth

It the replies that would be best for us. Just aiming at efficiency being the chat really.

We try not to script the service desk, they are skilled individuals who we hope know how best to progress for the customer

[Sam P]

+1 for having Snippets available in Chat...
 

@James Ainsworth do you know if this has been put forward yet?  Thanks

[Martyn Houghton]

+1 for having Snippet for Chat

 

[QEHNick]

Surely this is a must? +1