Inserting a Canned Response in a Message

See Also

You can insert multiple Canned Responses in a single message, one at a time, using the Canned Response Manager. For Interactions whose Medium is not SMS, when you insert a Canned Response, it is inserted along with its attachments.

Example  Jenny has written to you inquiring about the pricing of a range of furniture. She also has a few questions about the maintenance of the furniture. If you have two Canned Responses, one that contains the Price List and the other with instructions for maintenance of the furniture, you can insert both Canned Responses in the message, one at a time.

Talisma saves the most frequently used Canned Responses in a Most Recently Used (MRU) list. Talisma also displays a Suggestion list that contains Canned Responses belonging to the same Category as that of the Interaction in which you want to insert the Canned Response. You can use one of these lists to quickly insert a Canned Response.

When you select multiple Interactions from the Table View, and reply to the Interactions by selecting a Canned Response, place holders in the Canned Response are merged based on the value of the Language Property of the Interaction, and not the Language Property of the inserted Canned Response.

To Insert a Canned Response from Canned Response Manager

1.  Open the required Interaction.

2.  If the Auto Insert suggested Canned Response in Reply option is selected in the Media tab of the Options dialog box, Talisma will automatically insert the Canned Response belonging to the same Category as that of the Interaction, in the Reply pane. If there are multiple Canned Responses belonging to the same Category as that of the Interaction, the most recently used Canned Response from the Suggestion list is inserted.

Note  For Interactions whose Medium is SMS, only text type of Canned Responses that belong to the same Category as that of the Interaction will be inserted.

3.  To send the response with the automatically inserted Canned Response, skip to Step 6.

- OR -

To insert a different Canned Response, select the automatically inserted Canned Response and click Delete.

4.  From the Insert menu, select Canned Responses.

- OR -

Click .

The Canned Response Manager is displayed.

5.  Select the required Canned Response and click Insert.

Note  Talisma enables you to select text type of Canned Responses that belong to Teams to which you have been granted access.

6.  Click to send the response, or to send and resolve the Interaction.

To Insert a Canned Response Using Shortcuts

1.  Open the required Interaction.

2.  Click in the Reply pane.

3.  Type the Canned Response prefix specified in the Options dialog box. The default prefix is #.

4.  Type the shortcut specified in the Canned Response you want to insert.

5.  Press the space bar.

The Canned Response associated with the shortcut is inserted in the Reply pane of the Interaction window.

- OR -

Click

The Most Recently Used (MRU) Canned Responses are displayed.

6.  Click the required Canned Response.

The Canned Response is inserted into the message.

- OR -

Click .

Canned Responses that belong to the same Category as that of the Interaction are displayed in the Suggestion List.

7.  Select the required Canned Response.

The Canned Response is inserted into the message.

Note  •   The Canned Response is sent in the format selected for it, unless the format preferences are changed in the Options dialog box. •   When you open the Canned Response Manager from an Interaction, Canned Responses created in the language of the Interaction are listed. •   The Preview Content for list in the Preview pane lists the languages configured on your operating system. Languages for which content has been created are listed at the top, in Black. Languages for which content has not been created, are dimmed. •   The Media list in the Preview pane displays the Media configured on your system. The Media for which content has been created are at the top of this list in Bold.