Canned responses are a great way to shorten your live chat response times. With canned responses, you can set up answers to your most commonly asked questions and save agent keystrokes.
Your agents are still in the driver’s seat, and still have full control over the chat. They just don’t have to spend as much time on manual re-typing. Here’s how it works:
• You create your pre-defined responses (accompanied by attachments if needed), and save them inside WhosOn
• WhosOn automatically detects keywords or phrases inside the chat session
• When a keyword is recognised, WhosOn launches relevant canned responses
• Your agent can choose from the suggestions, and click to insert into the chat
• Each agent has access only to responses relevant to their team or expertise