Insert Standard Text from the Standard Text Window

When you are busy responding to customer questions, you will appreciate having the routine parts of your job streamlined as much as possible.

For example, you would probably welcome a shortcut as an alternative to entering a standard greeting and closing for every email response you send. Your administrator can create standard text for routine situations so you can insert a text item into a response.

You can insert standard text from the Standard Text window or, if you know the keyboard shortcut for the text item, you can enter it without opening the Standard Text window.

1. In your response, position the cursor where you want to insert the standard text.
2. Click Standard Text on the Messages tab toolbar.
   The Standard Text window opens.
3. Do one of the following:
   • Double-click the standard text item to automatically insert the text into your response.
   • Select the standard text item you want to insert in your response and click OK.
   • Drag the standard text item from the list into the response.
   • Copy the text in the Preview section and paste it into the response.
   If an HTML version of the standard text is available, it displays by default in the Preview section of the window. Otherwise, the plain text version displays.

   Tip: To search for standard text, click Find in List.
4. Click OK.
5. To add new standard text to the response, repeat these steps.
6. To edit the standard text, make changes as necessary in the response.
   Note: If the standard text includes one or more variables, the variable displays in your response rather than the value of the variable (the contact’s first name in the example). The variable is replaced with the data only when you send your response. Then, when you reopen the incident, the data displays where the variable had been inserted.

Insert Standard Text as an Agent

Here's the flow to insert a standard text in the Browser UI as an Agent:

1. Sign in as an Agent and open an incident or a chat.
2. Click the standard text icon on the right.
   The Standard Text panel is displayed.
3. From the Standard Text drop-down list, select the required standard text.
   • The list has three sections; Favorite, Recent, and All.
   • You can mark a Standard Text as Favorite.
   • You can also add a hot key in the Hot Key field.
4. When you select the Standard Text, it is displayed in the Preview section.
5. Click the Add to Incident or the Add to Chat button to insert the standard text in an incident or a chat respectively.
   • If an uncommitted (unsaved) thread is open, the standard text will be added in the uncommitted thread.
   • If an uncommitted thread is not open, a dialog box is displayed asking you which incident type you would like to add the standard text to.