AndyGilly Posted May 14, 2020 Share Posted May 14, 2020 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 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 14, 2020 Share Posted May 14, 2020 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 Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 14, 2020 Share Posted May 14, 2020 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? Link to comment Share on other sites More sharing options...
AndyGilly Posted May 15, 2020 Author Share Posted May 15, 2020 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 Link to comment Share on other sites More sharing options...
Sam P Posted November 11, 2021 Share Posted November 11, 2021 +1 for having Snippets available in Chat... @James Ainsworth do you know if this has been put forward yet? Thanks 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 1, 2022 Share Posted February 1, 2022 +1 for having Snippet for Chat Link to comment Share on other sites More sharing options...
QEHNick Posted October 21, 2022 Share Posted October 21, 2022 Surely this is a must? +1 Link to comment Share on other sites More sharing options...
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