Managing Canned Reply Folders

Canned replies are stored and organized using folders. For example, a company may organize all of the canned replies related to billing in one folder and canned replies related to promotional offers in another folder.

Creating Canned Reply Folders

To add a new folder, click the menu icon at the bottom of the navigation pane and click Add Folder This will open a new folder window with the following fields:

• Folder - The name of the new folder.
• Parent Folder - Select a parent folder from the list. Since folders are organized by a hierarchy, the new folder will be a subfolder of the parent folder.

Click Save.

Moving Canned Replies to Another Folder

Moving canned replies between folders in SmarterTrack is easy. First, open the folder containing the article(s) you want to move. Then select the desired article(s). Click the Actions (…) menu in the content pane toolbar and click Move. Then select the name of the destination folder and click OK.

Renaming and Deleting Folders

Agents can change the name of a canned replies folder anytime or delete it completely if it is no longer needed.

To rename a folder, select the appropriate folder in the navigation pane. Click the menu button at the bottom of the navigation pane toolbar and click Edit Folder. In the Folder field, type the new folder name and click Save.

To delete a folder, select the appropriate folder in the navigation pane. Click the menu button at the navigation pane toolbar and click Delete Folder. Then click OK to delete the folder and all of its contents.