Premade answers

Being able to share information about a call with your colleagues easily will make your workday more efficient and reduce the need for copy-pasting errors when trying to extract information from different sources in the application.

We have now added Premade answers to the Desktop app, which will allow us to target more channels and add support for both inbound and outbound communication.

Solution

A button in the message tab allows the user to create several templates for use within our services. 

The solution supports [name], [number] and [email] that scrapes the latest call and prefills the information that will save time and effort when forwarding call details to a colleague.

Installation

This feature is available to users who have the Operator additional service. To add Operator to a user, go to the Admin Portal > Additional Services. 

How to instructions

How to create and use Premade answers:

1. Go to the Messages tab in the Web or Desktop app.
2. Click on the conversation where you wish to use Premade answers.
3. Click on the plus symbol.
4. Click on the "Premade answers“ tab.

If It’s your first time using Premade answers, you first need to create a new one:

1. Click on plus sign "Create new Premade answer“.
2. Choose a name for the Premade answer you wish to create.
3. Enter the text for the Premade answer you wish to add.
   
4. Template variables can also be inserted into your premade answers. Use these variables to automatically include specific details about the caller from your latest call, such as their Name, Phone number, Time, and Date.
   
5. When done, click Save.
6. Simply click on the pen to edit a Premade answer.
   

Benefits of using Premade answers

Save time and make communication easier.