Create Quick Responses

Quick responses are pre-written responses that agents can use to respond quickly to contacts in email, chat, or digital Any channel, contact, or skill associated with Digital Experience. messages. They allow you to set up all available types of rich content in a single place. You can create content including text messages, list pickers, quick replies, rich links, or forms and assign them to multiple channels at once. This capability allows you to assign rich content to Apple Messages for Business, Facebook Messenger, WhatsApp, and digital chat. Rich content can also be configured in Bot Builder and in Studio scripts.

Text Messages

These quick responses are pre-written responses that agents can use to respond quickly to common customer needs. For example, you can create them to answer frequently asked questions or send links and service information.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform	Limitations
CXone Email	Rich text messages are not available to agents when sending manual outbound emails.

Configure Message Details

1. Click the app selector and select ACD.

2. Click ACD Settings > Quick Responses.

3. Click New Quick Response in the top right corner.

4. Select Text Message and click Create.

5. Enter a Name for the text message.
6. Select the Type of message content you want to enter: Plain text, Rich text, or HTML editor.
   Learn more about the types of text messages available

   Text message Type	Details
   Plain text	Only supports plain text formatting. For example, this type doesn't let you style text as bold or italic or apply other formatting options like the other types do.
   Rich text	Allows you to style and format content using basic text editing tools. If you use this format, the message is not available to agents when sending manual outbound emails.
   HTML editor	Allows you to format your message content using HTML.

7. Enter the Message Content of the text message. If you selected HTML editor as the Type, you can also:
   1. Click Preview to see how the text message displays to the contact.
   2. Click Supported tags to see what HTML tags and attributes are allowed.
8. You can insert variable text that the agent fills in before sending the text message to the contact. You can select an existing variable or create your own. When an agent selects the text message, they must first fill in the text box with the correct data. For example, the agent might need to type their own name to insert it into a greeting. So instead of the message reading, Hi, my name is {agent_name}, it would say Hi, my name is Clarissa.
   1. To select an existing variable, click Add variables to see the variable options. Click on the desired variable and click Select or copy and paste it into the Message Content box.
   2. To create your own variable, enter the text you would like to use inside curly brackets. For example, you could enter {amount_owed} inside the Message Content box.

   Avoid using spaces in variable names. Agents using an Agent application may not be able to insert variables with spaces into a text message. Use an underscore instead of a space between words or characters.

9. Click Next.
10. Assign the quick response to  ACD skills or points of contact, add tags, and choose a folder.

List Pickers

List pickers display a list of items that contacts The person interacting with an agent, IVR, or bot in your contact center. can choose from. You can add images and descriptions to appear with each list item. Agents can use these channels to send lists that contacts can select from. This helps contacts communicate their needs more quickly.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform	Limitations
Apple Messages for Business	No known limitations.
Facebook Messenger	Supports up to three options in a list. Images and icons are not supported. The maximum button text length is 20 characters. The maximum postback length is 1,000 characters. Emojis count toward the text length and sometimes count as more than one character.
WhatsApp	Supports up to 10 options in a list. Images and icons are not supported. The maximum title length is 20 characters. The maximum text length is 1,024 characters. The maximum button text length is 24 characters. The maximum button description length is 72 characters. The maximum postback length is 200 characters. Emojis count toward the text length and sometimes count as more than one character.

Configure Message Details

1. Click the app selector and select ACD.

2. Click ACD Settings > Quick Responses.

3. Click New Quick Response in the top right corner.

4. Select List Picker and click Create.

5. Enter a Name for the list picker.

6. Enter Fallback Text to appear if the list picker cannot be sent.

7. Enter a Message Title. This is what the contact sees when they receive a list picker.

8. Enter the Message Text you want to appear under the title of the list picker.

9. For Apple Messages for Business, select whether you want contacts to be able to select multiple options under Item Selection.

10. Define The List Items you want to display when a list picker is sent. You can click Add a list item to add the desired amount of buttons you want to appear on the list. To sort list items into the order you want, click Move up or Move down.

    1. Enter the Text you want to display as clickable options for the contact to select.

    2. Add a Description for any of the list items that may require additional context.

    3. Enter any Postback Text you want APIs or bots to be able to use to collect information or take further action.

    4. If you want to add a picture or icon to display for a list item, click Upload Image. Images must be a PNG, JPG, or JPEG and cannot exceed 2 MB.

11. When you are finished adding options, click Next.

12. Assign the quick response to  ACD skills or points of contact, add tags, and choose a folder.

Quick Replies

Agents can use quick replies to send contacts a question and options they can respond with. This helps identify the nature of the contact's needs quicker and helps avoid sending various messages back and forth.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform	Limitations
Apple Messages for Business	Supports a minimum of two quick reply options. Does not support more than five quick reply options.
Facebook Messenger	The maximum reply text length is 20 characters. Emojis count toward the text length and sometimes count as more than one character.
WhatsApp	Supports up to three quick reply options.

Configure Message Details

1. Click the app selector and select ACD.

2. Click ACD Settings > Quick Responses.

3. Click New Quick Response in the top right corner.

4. Select Quick Reply and click Create.

5. Enter a Name for the quick reply. This is what the agent will be able to see and select in the agent console.

6. Enter Fallback text that will appear if the quick reply cannot be sent.

7. Enter a Message Title. This is what the contact will see when they receive a quick reply.

8. Define The List Items you want to display when a quick reply is sent. You can click Add a list item to add the desired amount of buttons you want to appear for the quick reply. To sort list items into the order you want, click Move up or Move down.

   1. Enter the Text you want to display as clickable options for the contact to select.

   2. Enter any Postback Text you want APIs or virtual agents A software application that handles customer interactions in place of a live human agent. to be able to use to collect information or take further action.

9. When you are finished adding options, click Next.

10. Assign the quick response to  ACD skills or points of contact, add tags, and choose a folder.

Rich Links

Rich links allow you to include a title, image, and fallback A plain text alternative sent when the destination doesn't support rich media. text with links sent to contacts. This is helpful to display a preview of where a link takes the contact before they engage with it.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform	Limitations
Apple Messages for Business	The maximum file size is 100 MB.
Facebook Messenger	Only supports images. Does not support icons or other types of files or media.
WhatsApp	Only supports images. Does not support icons or other types of files or media.

Configure Message Details

1. Click the app selector and select ACD.

2. Click ACD Settings > Quick Responses.

3. Click New Quick Response in the top right corner.

4. Select Rich Link and click Create.

5. Enter a Name for the link. This is what the agent will be able to see and select in the agent console.
6. Enter Fallback Text to appear if the rich link cannot be sent.
7. Enter the Message Title This is what the contact will see when they receive the link.
8. Enter a Link URL to include with the rich link. If you're using an AppleApp Clip, enter your invocation URL here, for example, https://appclip.apple.com/id?=<bundle_id>&key=value.
9. If you want to add a picture or icon to display for a list item, click Upload Image. Images must be a PNG, JPG, or JPEG and cannot exceed 6 MB.
10. Click Next.
11. Configure additional information using the steps below.

Form Messages

Form messages let agents send contacts The person interacting with an agent, IVR, or bot in your contact center. multi-page interactive forms. This makes it easier for agents and contacts to share information with each other. Forms are supported for iOS and iPadOS devices.

You must create forms in CXone Mpower before you can use them to create a quick response. You can only use Public Secure Forms in a form message. To allow agents to view the form fields and values when adding custom fields, click Set as visible to agent and Turn storing data on. These appear blue when enabled.

You can use form messages to create a date picker form supported for Apple Messages for Business channels. Date picker forms can be useful for scheduling appointments or collecting other information such as a contact's birthday. To create a date picker form you must create a date picker custom field. Then you must add that custom field to a public secure form. Then create a form message in Quick Responses using that public secure form.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform	Limitations
Apple Messages for Business	Form messages support the following custom field types: Text, Email, Drop-down list. Does not support forms that use Hierarchical custom fields. If the form uses this type, the message sends fallback A plain text alternative sent when the destination doesn't support rich media. text instead of a form.
Digital Chat	Sends fallback text instead of a form. Contacts The person interacting with an agent, IVR, or bot in your contact center. can’t fill out the form directly in the chat window. The message includes a URL that lets them open and fill out the form in their browser.
Facebook Messenger	Not currently supported.
WhatsApp	Not currently supported.

Configure Message Details

1. Click the app selector and select ACD.

2. Click ACD Settings > Quick Responses.

3. Click New Quick Response in the top right corner.

4. Select Form and click Create.

5. Enter a Name for the form that appears on the customer card.

6. Enter Fallback Text to appear if the form message cannot be sent.

7. Select a Form from the drop-down. You can create and edit forms in ACD > Digital > Forms.

8. If you want to add a picture or icon to display for a list item, click Upload Image. Images must be a PNG, JPG, or JPEG and cannot exceed 6 MB. If you choose to upload an image, select whether you want the Image Size to be Small, Medium, Large, or None.

9. Select whether you want to Add splash screen. If so, configure the following fields:

   1. For the Header, enter the title of the form.

   2. For the Splash Text, enter a brief description for the form.

   3. For the Button Title, enter the text that appears on the button to submit the form.

   4. For the Splash Image, click Upload Image. This displays as a banner at the top of the form, so you may want to use your organization's logo or an image that represents the form. Images must be a PNG, JPG, or JPEG and cannot exceed 6 MB.

10. Click Next.

11. Assign the quick response to  ACD skills or points of contact, add tags, and choose a folder.

Assign ACD Skills, POCs, and Tags

Assign quick responses to ACD skills and points of contact, add tags, and choose what folder you want to store messages in. This helps you control which agents this quick response is available to. If you don't select any tags, points of contact, or skills, the quick response is available to all agents

1. While creating a quick response, open the Points of Contact drop-down and select the channels you want to assign the quick response to.

2. Open the Tags drop-down and select an existing tag. If the one you want doesn't already exist, you must create it under ACD > Contact Settings > Tags.

3. Choose where you want to store this message. Select an existing Folder from the drop-down or click New to sort it into a new folder.

4. Click Add Skill and select the ACD skills you want to assign the quick response to. When done, click Confirm.

5. Click Finish.