How to Set Up 'Frequently Used Phrases' (Chat)
What are “Frequently Used Phrases”
“Frequently Used Phrases” is a feature that allows you to call up pre-registered text using keywords. By registering phrases frequently used in email and chat responses as templates, you can eliminate the need to type the same phrases or sentences repeatedly, reducing response time, preventing typing errors, and improving operational efficiency.
How to Use “Frequently Used Phrases”
How to Call Up Frequently Used Phrases
- With the cursor positioned in the text input field of the agent’s chat screen, press “Ctrl key + Space key” to call up the “Frequently Used Phrases” list.
Selecting and Searching Phrases
When you select a message from the list, it will be reflected in the text input field of the agent screen.
To search for “Frequently Used Phrases,” display the “Frequently Used Phrases” list and enter a search term of 2 or more characters in the text input field. LiveAgent will suggest appropriate phrases.
How to Set Up “Frequently Used Phrases”
Setup Procedure
From the agent screen left menu, select Settings > Automation > Frequently Used Phrases
Click “Create Message” and register additional phrases on the following screen
Message Sharing Settings
- For messages, specify one of “Personal use only,” “Team use,” or “Global use”
Related item: Using and Creating “Frequently Used Phrases”
