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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 determine the default language for your standard response texts, 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: Language Determination for Standard Response Texts 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

IC agents can do the following:

  • Perform a search and preview standard response texts before choosing a standard response

  • Choose the language of standard responses after searches

  • Sort and filter standard responses

  • Manage favorite standard responses

  • View the source of standard response proposals (for example, from favorites or searches)

You can use variables in the mail form to insert placeholders for business partners. When IC agents choose the standard response or insert the standard response into an e-mail, the system fills these placeholders with values. For example, you can populate the customer’s name in the salutation.