Frequently used responses and URLs can be prepared in advance
so that you can quickly send them to customers.
This tool not only helps you assist customers more quickly,
but also eliminates typographical errors. Your administrator can also
define shortcut IDs for standard responses and URLs. Then, you can
enter an ID in the Shortcut field and press Enter to automatically
insert the response or URL in the message text box in the Compose
section.
- Click Standard Text on the Compose
section.
- Do one of the following:
- Double-click a standard text item to automatically insert
it into the Compose section of the response.
- Click a standard text item to add it to the Preview section
of the Standard Text window and click OK.
- Drag the standard text item from the left column into the
Compose section of the response.
- Copy the text in the Preview section and paste it into the
response.
To search for standard text, click Find in List above the left column. If an HTML version of the standard text item
is available, it displays by default in the Preview section of the
window. Otherwise, the plain text version displays.
Tip: If you know the shortcut ID, from the Compose section of the response,
you can press F8, enter the keyboard shortcut, and click Enter. The
standard text is inserted into the response.
The standard text is now ready to send to the customer.
Note: If your
organization uses variables in standard text, such as contacts.first_name, you can type (or
copy and paste) the variable inline when responding to a customer. The variable is then
replaced with the appropriate data before you send your response to the customer. If a
variable entry does not have a value associated with it, you must enter the value before
sending your response to the customer.
- Click OK.