What are Predefined Answers

Predefined Answers are templates that can be called upon when composing messages in LiveAgent, such as email replies, live chat, and internal tickets. While there is a similar feature called “Email Templates,” Predefined Answers differ in that they offer capabilities like HTML tag editing and file attachments.

Predefined Answers are suitable for standardizing agent language for simple greetings and questions.

How to Use Predefined Answers

How to Call Predefined Answers

To use Predefined Answers, click the “speech bubble” icon in the bottom right of the message reply form on the agent screen.

[Click the “speech bubble” icon circled in red in the figure on the right to call up template messages]

How to Search Predefined Answers

The called Predefined Answers are displayed as a popup list. Click on the relevant message to reflect it in the reply form on the agent screen. If you cannot find the desired phrase immediately, enter the beginning character string in “Type to search” at the top of the list.

For example, when searching for “Is there anything else I can help you with?”, enter the beginning character string of the message like “Is there…”.

How to Create Predefined Answers

Accessing the Predefined Answers List Screen

Select “Configuration” > “Automation” > “Predefined Answers” from the left menu on the agent screen to display the template message list screen as shown below. To edit the content of created messages, click on each message.

Creating New Phrases

Click “Create message” to create a new message. Enter the “Message” and select the “Available to” range (All users, One team, or Myself only) for the message. The search “Keywords” can be set optionally.

Related topics: How to configure Predefined Answers (Live Chat), Using and Creating Email Templates