Saved Replies is a feature on ChatGen that allows you to create standard responses that are commonly used by chat agents. Each response comes with a shorthand that agents can use to access that reply and send it across to users they’re chatting with. Let’s explore this feature in more details:
Step 1: Creating, editing, and removing Saved Replies
Go to the ChatGen window and click on the Setting icon: From here, go to Conversations:
Click on the Saved Replies tab and then click on “Add New Saved Reply” on the top right-hand side:
You type the command, which is essentially shorthand for the standard reply (here it’s ‘Payments Department’’) and then type the entire message below. Click on Save.
You can then see the entire set of commands and the complete messages that they represent.
You can also search among the different saved replies (top-left hand search box) or edit/delete a saved reply (right side).
Step 2: Using a Saved Reply
To use Saved Replies, you need to go to the conversation window:
In the conversation window, you can use one of two options to access Saved replies:
Option 1:
Go to the reply tab in the Conversation window and press “\” key. Automatically, a set of commands will pop up. You can continue typing out your chosen command or choose from the list that pops up using the arrow key. Based on the command you choose, the entire body of the ‘Saved Reply’ will be sent to the user you’re chatting with.
Option 2:
Go to the bottom right-hand corner of the reply box. There’s a “Saved Replies” icon (second from the left).
Click on the Saved Replies icon and all the commands along with the replies will pop up. You can search for the one that you need and click on it and then send the complete reply to the user.
So Saved Replies basically help you to save standard responses in a shorthand format, enabling agents to send out standard replies at a much faster rate than if they would have to type it out every time. It also helps them avoid the boredom and fatigue of typing the same thing every single time. It also helps maintain uniformity in responses, creating standardization in your customer/ sales support process.