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

• Account owner or admin privilege; or relevant role/privilege for creating saved replies
  Note: Agents can’t create replies, only use pre-configured replies.
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Contact Center license
• One or more messaging queues created by an admin

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:
   • Name: Enter an internal display name for the campaign.
   • Description (Optional): Enter an internal description for the campaign.
   • Asset Type: Select Saved Reply.
   • Category (Optional): Select a category to organize the reply. Agents can see categories in the Zoom desktop client. Click Edit Category to manage or create categories.
   • Shortcut (Optional): Specify the shortcut key that agents can type after / to insert the Saved Reply. For example, if the shortcut is refund, agents can type /refund to insert the Saved Reply.
   • Asset Language: Select the language of the reply, so that this reply is pre-filtered for the agent when the consumer language variable is set to this language. If this language is not supported, the default language will be used. After saving the reply, you can add additional replies for each language. Each asset can only have one reply for each language. For example, if the language variable is French, the replies are pre-filter to show French replies, but the agent can change the language filter and select any saved reply.
   • Type: Select a method to add replies.
     Note: Rich text is not supported on messaging channels that don’t support it; for example, SMS and Facebook messaging. If an agent uses a rich text reply in a channel that doesn't support it, a plain text version of the reply is used.
     • Add Text: Manually add text for this specific reply.
     • Upload Text: Specify several replies by uploading a CSV file. Follow the section below for more 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:
   • To assign agent assets, select the messaging queues, then click Save.
   • Under Selected, remove agent assets from the queue as needed.
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.