Canned Responses

Note: Available since SharePoint Template 6.2

Introduction

Canned responses (Predefined responses in the WebAgent GUI) can be used as predefined responses to reply to the customer, for example by using the WebAgent in combination with the Text handler.

Access list

Because the Canned Responses are only used for the Dialogue Manager, the list is not directly accessible via the main page menu, but it is an available list in every UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. site's site contents. Accessing the list can be done via:

Adding "Lists/CannedResponses/AllItems.aspx" to your SharePoint URL.

Example: https://SharePointOnlineURL/SubSite/UCCConfigTemplate/Lists/CannedResponses/AllItems.aspx
Or opening "Site Content" and select "CannedResponses".

Explanation per field

In order to manage Canned Responses, the following fields should be filled in:

Item	Description
Title	Name of the Canned Response.
Response	Text that will be automatically added when selecting the Canned Response. Tip: The field is rich text, meaning that you can format the text. For example making it bold. Note: Images can be added, but need to be available via a public link.
Skill	The skill(s) where this Canned Response should appear in. The canned response will only be shown when the conversation is connected to this skill.

Scenarios

Embed an image

Note: Images will only be used when sending an email.

You can add images to a canned responses, to do so follow these steps:

Create or edit an item.
Select the "Response" field.
In the ribbon select "insert".
Select the dropdown under "Picture"
Select "From Address"
Enter the image address

The image is now embedded in the message and will be loaded when selecting the canned response.

Attach a file

Note: Attachments will only be used when sending an email.

You can attach files to a canned response, to do so follow these steps:

Create or edit an item.
In the ribbon select "Edit".
Select "Attach File"
Select the file you want to upload and press OK

The file will now be added as attachment in the canned response and will be loaded when selecting the canned response.

Create/Edit/Remove item

Item can be created, edited or removed.

Warning: Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.