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Function documentationStandard 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.

Prerequisites

  • You have defined standard response groups in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Standard Response Groups End of the navigation path.

  • You have assigned the standard response groups to e-mail profiles in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define E-Mail Profiles End of the navigation path.

  • 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 Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Chat Profiles End of the navigation path.

  • If you want to filter the standard responses to limit their use across channels, you must make settings in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step BAdIs for Communication Channels Next navigation step BAdI: Filter for Standard Response Texts End of the navigation path.

Features

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.