Contents

Create Personal Responses

Requirements: See Working with Response Management.

You can create personal response items that contain information you often need when handling interactions. You can mark any of these response items as "favorite" to make them easier to locate and use during an interaction. These personal responses appear in the My Responses folder in the My Responses Window. You can arrange personal responses in folders (categories). For more information, see Organize Personal Responses.

Note: Personal responses are private and are not available to other CIC client users.

You can create two kinds of personal responses:

Message
File

Personal Messages

Use messages to save standard text responses that you often use when interacting with customers. For example, you can save a message that contains your typical office hours, phone number, and email address. You can then use this response in a Chat or Email message and never have to type this information again.

Note: A stored message can contain a working URL hyperlink.

To create a message response item:

From the Tools menu, select Response Management. Or press Alt+T+R.

Result: The My Responses window appears.

Click the My Responses folder or any of the folders under My Responses.
Click the Add a response item toolbar button or press Ctrl+N.

Result: The My Responses Editor appears.

In the Type section, select Message.
In the composition area, do one of the following:
- Type the text of the message.

Tip: Different email clients at your customer sites can interpret line endings differently. To avoid this problem, press Shift+Enter to create a new line. Press Shift+Enter twice to create a blank line between two lines of text. This creates line endings that all email applications can reliably interpret.

- Import an HTML, RTF, or plain text file by clicking the Insert document toolbar button. In the Open dialog box, locate a file and click Open.

Tip: By default, the Open dialog box lists only files with an HTML or HTM extension. Use the file type drop-down list to locate other types of files.

Optionally, do any of the following in the My Responses Editor:

Note: 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.

Format the text: Use any of the text formatting tools.

Tip: The Font Name drop-down list defaults to Inherited. When you use a stored response created with the Inherited font, it adopts the font and font characteristics (size, color, and so on) of the text immediately preceding it in your email message. However, when you insert a response that has a selected font and other font characteristics, then the stored response appears as originally formatted.

Insert a hyperlink: Create a clickable link: Select some text in your message and click the Create Hyperlink tool, then supply a ScreenTip and a URL address.
Insert an image: Select a place in your message and click the Add Image tool. Use any of the drag handles to resize the image.
Add a Response Macro: Response macros automatically insert a constant like today’s date, an interaction attribute such as the customer’s name, or another response item into your response at the time you use it. See Create Response Macros for more details.

In the Name text box, type a name for this stored message.

Note: Response Management provides a full-text search tool that uses the information in Name, Shortcut, and Labels along with the response item’s content to find a response. See also Search for a Response.

Tip: Name identifies the response item, but does not have to be unique. If you do not provide a name, it defaults to the first few characters of the message.

In the Shortcut text box, type a short name, abbreviation, or code.

Tip: The shortcut does not have to be unique. For example, you could use the shortcut "Hi" for all the variations of your standard greeting. For more information, see Use a Response Shortcut.

Note: Do not use any of these restricted characters in your shortcut: ~ ! ? * ^ \ . These special characters prevent the shortcut from working.

In the Labels text box, type a space-separated list of words that identify or classify this response item.

Tip: To identify a response item as one of your Favorite Responses, in English language systems, include favorite as one of your label entries. For languages other than English, a label in the local language is required. Your favorite responses appear in the Favorite Responses section in certain interaction windows.

Click Save.

Result: The new response item appears in the selected folder in the My Responses Window.

Personal Files

Personal files are pointers to files on your workstation or network that you frequently share with customers.

To create a file response item:

From the View menu, select Response Management. Or press Alt+V+R.

Result: The My Responses window appears.

Click the My Responses folder or any of the folders under My Responses.
Click the Add a response item toolbar button.

Result: The My Responses Editor appears.

In the Type section, select File.

Result: Drop file here appears in the composition area.

Do one of the following:
- Click Browse. In the Open dialog box, locate and select the appropriate file and then click Open.
- To locate and select the appropriate file, use Windows Explorer and then drag and drop the file to the Drop file here area.

Result: The directory path and file name appear in the text box next to the Browse button.

In the Name text box, type a name for this file.

Tip: Name identifies the response item, but does not have to be unique. If you do not provide a name, it defaults to the first few characters of the file’s directory path.

In the Shortcut text box, type a short name, abbreviation, or code for this response.

Tip: The shortcut does not have to be unique. For example, you could use the shortcut "TS" for all your files containing troubleshooting tips. For more information, see Use a Response Shortcut.

In the Labels text box, type a space-separated list of words that identify or classify this response item.

Tip: To identify a response item as one of your Favorite Responses, include favorite as one of your label entries. Your favorite responses appear in the Favorite Responses section in certain interaction windows.

Click Save.

Result: The new response item appears in the selected folder in the My Responses Window.