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. Quick responses can be text-based or include rich media content. They may require an agent to enter text in a text field before sending the response. For instance, the agent might have to write the contact's The person interacting with an agent, IVR, or bot in your contact center. name before sending the quick reply so the actual name can be injected in place of the variable.

For digital Any channel, contact, or skill associated with Digital Experience. channels, you can set up available types of rich content as quick responses in a single place. This includes text messages, list pickers, quick replies, rich links, or forms. You can assign them to multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. when you create them. This 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.

You can assign quick responses to points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (POCs) and ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. You can also add tags to quick responses to show certain characteristics of each response. The quick responses that agents see are limited to those assigned to the POC and ACD skill of the interaction they're handling.

Types of Quick Responses

There are multiple types of quick responses. Different configuration steps are required based on the type of quick response you want to create:

Quick Response	Details
Text Message	Pre-written responses that agents can use to respond quickly to common customer needs. For example, you can use them to answer frequently asked questions or send links and service information. Learn more about text message quick responses.
List Picker	Displays 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. Learn more about list picker quick responses.
Quick Reply	Allows agents to send contacts a question and options they can respond with. This helps identify the nature of the contacts needs quicker and helps avoid sending various messages back and forth. Learn more about quick reply quick responses.
Rich Link	Links that include a title, image, and fallback A plain text alternative sent when the destination doesn't support rich media. text. This is helpful to display a preview of where a link takes the contact before they engage with it. Learn more about rich link quick responses.
Form	Lets agents send contacts 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. Learn more about form quick responses.