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Use Response Management During a Chat Session

Requirements: You need the Response Management Security right to use Response Management.

You use stored responses to avoid typing the same information over and over again. You can select a response and include it in a chat.

There are some limits to the use of stored responses in chats. Chat interactions are conducted in plain text. Stored responses that contain formatted text are converted to plain text when used in a chat. Hyperlinks and images in a stored response are not sent as part of a chat reply. However, you can use responses containing macros in a chat. You can send a file to a visitor who starts an ACD-routed chat session from your company’s website (web chat). This function is not available when you are chatting with other CIC users (intercom chat). However, you can send text containing the file path to other CIC users.

To use a stored response when participating in a chat:

Do one of the following:

- In the Response Management view, search for and then select an appropriate response. Click Insert.
- In the Current Interaction view, type the Response item Shortcut and press Ctrl+Space.

Tip: For more information, see Use a Response Shortcut.

Result: The response appears in the Composition area of the Current Interaction view. You can edit the response before it is included the Chat.

Make any necessary changes to the response and then click Send.

Result: The response appears in the Conversation area of the Current Interaction view. The other chat participants see your response. When a hyperlink is included in a Response Management item and then added to a Chat session, the hyperlink appears as a clickable link.