SmarterTrack 12.x Help

Canned Replies Overview

Canned replies are predefined responses for frequently asked questions that can be used to quickly and efficiently respond to tickets and live chats. For example, if a company is experiencing some service interruption, a canned response can be created by management that discretely relays information about the outage, ETA for the service resuming, where to go for more information and more. This makes it easy for front line agents to quickly disseminate information to end users, especially at times when call, ticket and chat volumes can be higher than normal.

To access canned replies, click the canned replies icon. All of the canned replies in the root folder that are assigned to a department you belong to will load in the content pane.

For help understanding the different areas of the canned replies section, see the canned replies interface diagram.

Navigating Canned Replies

In general, the following columns are available in the content pane:

  • Checkbox - Use these boxes to select multiple articles. Canned replies must be selected before choosing an action from the toolbar.
  • Title - The title of the canned reply.
  • Folder - The location of the canned reply.
  • Assigned To - The agent or department to which the canned reply is assigned. This determines which agents or departments have access to the canned reply.
  • Flags - Whether the canned reply is flagged as a draft or not.

Performing Canned Reply Actions

In general, the actions menu allows you to better manage canned replies using folders. For more information, see Managing Canned Replies. As such, the following options are available from the navigation pane toolbar:

  • Actions - Click this button and select the appropriate option to add, edit or delete folders to the knowledge base.
    • Add Folder - Creates a new canned replies folder.
    • Edit Folder - Modifies an existing canned replies folder.
    • Delete Folder - Deletes an existing canned replies folder, and any sub-folders or canned replies are moved up one level. Therefore, if you want to delete a folder and all of its contents, you will need to delete the contents of a folder first, then delete the folder.

In gneral the following options are available from the content pane toolbar:

  • New - Creates a new canned reply in the selected folder.
  • Actions - Click this button and select the appropriate option to select all canned replies, move canned replies, copy canned replies or change the status of canned replies.
    • Select All - Selects all canned replies in the content pane.
    • Mark - Click this button and select the appropriate option to change the status of (or "flag") the selected canned reply(s).
      • Public - Marks the canned reply as public. Public canned replies are visible to administrators and agents.
      • Draft - Marks the article as a draft. Drafts are only visible to administrators and agents.
    • Move - Moves the selected canned reply(s) to another folder.
    • Copy - Copies the selected canned reply(s) to another folder.
  • View - Click this button and select the appropriate option.
    • Visible Fields - This option allows you to choose which columns are displayed in the navigation pane. You are also able to set the column widths for each item that displays, allowing you to conform your content pane to fit any standard screen resolution. Each column has a default width specified, but these defaults can be modified as needed.
  • Delete - Deletes the selected knowledge base articles. For more information, see Deleting Canned Replies.