Standard Responses
IC agents can use standard responses to help automate e-mail processing. Standard responses use predefined text configured from mail forms that are available to IC agents in the e-mail editor. Standard responses provide consistent handling and messaging to customers regardless of which IC agent processes the e-mail. Multilevel Categorization and Customizing settings help determine which standard responses are available.
Standard responses are also available in chat text. For more information about e-mail and chat, see E-Mail and Chat.
You have defined standard response groups in Customizing for Customer Relationship Management
under .
You have assigned the standard response groups to e-mail profiles in Customizing for Customer Relationship Management
under .
If you want to use standard responses for chat, you must assign the standard response groups to chat profiles in Customizing for Customer Relationship Management
under .
If you want to filter the standard responses to limit their use across channels, you must make settings in Customizing for Customer Relationship Management
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Standard responses can be included automatically in e-mails by using E-Mail Response Management System (ERMS) actions. IC agents can manually select standard responses. If the appropriate standard response is not proposed, IC agents can perform a search and preview standard response texts before choosing a standard response.
Variables in the mail form allow you to insert placeholders for business partner or system information. These placeholders are filled with values when the standard response is chosen or inserted into an e-mail. For example, you can populate the customer’s name in the salutation.