##### Using the common tools

# Using Standard Responses

The Responses tab enables you to access a database of pre-written standard responses for your interactions. You can insert these responses as replies into any e-mail, chat, or SMS message, or you can read them to the contact during a phone interaction.

After inserting a response into an e-mail or chat message, you can modify the contents of the text.

## Using the Responses Tab

Standard responses are available for all interactions except campaign calls.

For e-mail interactions only, you can use the Responses tab to add responses from the Standard Responses database to the Auto Suggest tab. See Auto Suggest Responses. To access the Responses tab, do the following:

- Click Resources on the top-right corner of the right pane to display the Responses tab.

The Responses tab contains a tree view of folders (standard response categories) and pages (standard response documents) and a set of search functions.

Notes: Click the expand/collapse button ( ) to expand or collapse the tree view. Click the show/hide ( / ) button to show or hide the search options.

Action | Function
Search for | Enter the alpha-numeric string to search for in the responses database. See Using Search.
Search type | All Keyword Search: Finds standard responses or categories that contain all the listed words, in any order. Any Keyword Search: Finds standard responses or categories that contain at least one of the listed words. Exact Text Search: Finds standard responses or categories that contain all of the listed words, in the exact sequence that you have entered them.
Search in | All Library: Searches for the search string in the entire response library tree (from the root category). Favorites: Searches for the search string in your list of favorite responses. Selected Category: Searches for the search string in the selected category.
Include | Responses: Search for the search string in the name of the response. The result set will contain responses. Body text: Search for the search string in both response names and the body of the response text. Using this option may slow down your search request. This is enabled only if the Responses option is selected. Categories: Search for the search string in the name of the category. The result set will contain categories.
Navigation | All Responses: Displays the full standard response library tree. Favorites Responses: Displays only the standard responses that are in your list of favorite standard responses. Recent searches: Re-runs a previous search.
Add Favorite | Click to add the response to your Favorites list.
Select Category | Click to add the standard response category to the list on your Auto Suggest tab.
Insert | Click to insert the text of the selected response into your outgoing e-mail or chat interaction.
Hide/Show Transcript | Click to hide or show the content of the selected response, and the Add Favorite, Select Category, Insert, and Hide Transcript buttons.
Find | Click to search for Responses and Categories that match the specified criteria.

On the Responses pane, you can:

- Search for a standard response based on criteria that you specify.

- Select a response page to view the contents.

- Click Add favorite to add the response to your Favorites list.

Note: A message appears in the Status bar, indicating that the response has been added to your Favorites list. You can view your Favorites list by clicking the navigation drop-down list above the tree view.

- Click the navigation drop-down list to verify that the response has been added to your Favorites list, or to select a response from the Favorites list.

- Change the list of responses and categories that are displayed in the tree view. The columns that are displayed in the tree view depend on the item that you selected in the navigation drop-down list:

- If the All Library view is selected, then a single column called Name is displayed in the search results pane.

- If the Favorites view is selected, then two columns are displayed:

- Name

- Category Path. If you click on a link you will be redirected to the response in the All Library view.

- If the Recent Searches view is selected, then two columns are displayed:

- Name

- Category Path. If you click on a link you will be redirected to the response or category (depending on item in Name column) in the All Library view.

- For e-mail only, add the standard response category to the list on your Auto Suggest tab:

- Select the row corresponding to the category that you want to use, and then do one of the following:

- Click Select category

- Click the small check mark (ü) that appears.

- Use the text of the standard response in your response to the contact:

1. Do one of the following:

- Select the row corresponding to the response that you want to use. The text of the response appears at the bottom of the Responses pane.

- Use the search features to find a response. Also, see Using Search.

2. Do one of the following:

- If your are using an Outgoing E-Mail or Chat form, click Insert (you can also drag and drop all or part of the text) or the plus sign (+). After the text has been inserted, you can modify it as necessary.

- If you are conducting a phone interaction, read the response aloud.

## Using Search

The search functions enable you to filter the list of standard responses or find a specific standard response. To use the search features do the following:

1. Enter the text to search for in the Search for field.

2. Choose an Exact Text Search or a Keyword Search from the drop-down list.

3. Select the search location(s) by selecting the Search in radio buttons.

4. Choose to include or exclude Responses and Categories in your search.

5. Click Find. A summary string corresponding to your search criteria is added to the navigation drop-down list. It is selected, automatically, to display the search result in the list.

## Using Favorites

You can restrict the list of standard responses on the Responses tab to the standard responses that you have designated as favorites. To display your list of favorites, select Favorites from the navigation drop-down list above the standard response tree view. After you select a standard response, you can:

- Click Remove to delete the selected standard response from your list of favorites.

- Select one of your favorite standard responses from the list to view the contents. The text of the standard response appears at the bottom of the pane.

- Click Insert to add the selected standard response to your e-mail or chat message.