Configuring and using Saved Replies for messaging engagements

Saved Replies allow agents to respond faster to common questions by inserting pre-written responses into their messaging engagements (SMS, web chat, in-app chat, Facebook, and WhatsApp). Agents can quickly insert replies using shortcuts or the reply assistant. Admins can create saved replies and organized them by categories for easy access. They can also assign specific saved replies to queues to enable agents to provide consistent, high-quality support. Saved replies can be configured for several different languages (using agent assets in the agent asset library).

Requirements for Saved Replies

Table of Contents

How to create an agent asset with Saved Replies (admins)

Follow these steps to create an agent asset that contains Saved Replies.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Asset Library.
  3. Click the Agents Assets tab.
  4. Click Add Asset.
  5. Enter the following information:
  6. Click Save.

Import replies by uploading a CSV file

  1. While creating an agent asset with Saved Replies, select the Type as Upload.
  2. Click Download CSV Sample in the web portal to download a sample CSV file and view the fields.
  3. Fill out the CSV sample using spreadsheet software like Microsoft Excel.
  4. Click Choose File and select your completed CSV file to start the bulk import process.
    Note: If there's an error in one or more fields, the process will not complete. You will an error message explaining why the import failed.
  5. Click Close if the batch process is successful.

How to assign Saved Replies to messaging queues (admins)

By default, all saved replies are automatically enabled for all messaging queues

Admins can follow these steps to limit one or more saved replies for specific messaging queues

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Select a messaging queue.
  4. In the Inbound Settings section, click Edit next to Saved Replies.
    Note: Click Reset to Default to change this setting to All replies. Any new saved replies will automatically be available for the queue as well, to avoid manual updates to all queue every time a new saved reply is added
  5. Assign or remove agent assets:
  6. Click Save.

How to use Saved Replies (agents)

Agents can add saved replies to messaging engagements by accessing the ‘Response Assistant’ menu on the right-side panel.

  1. Sign in to the Zoom desktop app.
  2. While in a messaging engagement, click the Response Assistant icon in the right-side panel.
    Response Assistant will display all available saved replies for the assigned messaging queue
  3. Use the search box and filters to search for a reply, or filter replies by category or language.
  4. Hover over a reply, then click Insert to insert the reply. Alternatively, you can type shortcut in the top-left of the reply to quick insert the reply.
    Note: Agents can add multiple replies to a message, or add a reply to an existing message with manually-entered text.