Dialogue Cloud

Canned Responses

Note Available since SharePoint Template 6.2

Introduction

Canned responses can be used a 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, you cannot access the list via the menu. Accessing the list can be done via:

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

    Example: https://SharePointOnlineURL/SubSite/UCCConfigTemplate/Lists/CannedResponses/AllItems.aspx

  2. 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.

 

Scenario's

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:

  1. Create or edit an item.

  2. Select the "Response" field.

  3. In the ribbon select "insert".

  4. Select the dropdown under "Picture"

  5. Select "From Address"

  6. 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:

  1. Create or edit an item.

  2. In the ribbon select "Edit".

  3. Select "Attach File"

  4. 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 are real-time; therefore wrong entries might cause malfunctions.