Managing Quick Replies

 
One of the most common tools your service team will likely rely on is stored answers to frequently asked questions, or Quick Replies. Grata’s backend editor allows you to store English, Simplified Chinese, and Traditional Chinese replies, organized and sorted by name and category.
 

 

Replies

Replies support text, line breaks, links, and emoticons, though links and emoticon support vary depending on what channels you connect to Grata.
 
Different channels also have different content length restrictions, most notably SMS: 70 characters for each message if it contains unicode/Chinese characters, or otherwise 140 characters for each message. Most carriers will automatically concatenate long messages into a single message, but the maximum length you can send at one time varies between carriers. In general shorter messages are more appropriate for live chat service. If your FAQ requires a long answer, consider using a URL or card linking to more information.
 
To delete one or more replies, select the appropriate box or boxes in the first column and then click the delete button. You can select the box in the top header row to select all.
 

Macros

Use $username or $agentname macros in any message where you would like to have a name inserted.
 
We do not recommend using $username for web chat replies as most web chat users will not have a real name in the system.
 

Links

Grata’s web chat and most messaging channels will automatically convert any text formatted as a URL to a clickable hyperlink. If you want to set your own link text for a URL, you can use href markup in your replies for most channels. Grata’s web chat will always open links in a new browser tab.
 
Note that for WeChat links will only work for verified WeChat Service Accounts that have successfully connected their account to a WeChat Pay account. Rules regarding links sent by SMS vary by carrier and by region.
 
If you are using Grata’s link tracker, you can create a unique value on the Tracking page for any links that are shared from a quick reply.
 

Category

In the Grata console quick reply menu, your agents will see replies grouped into categories. The web console supports up to two rows of category buttons, so if you have many categories, try to keep the names short to save space. Categories are not required — all replies are listed in the “All” category button by default.
 

Name (coming soon)

Add an optional short name to your reply to help agents quickly browse to the right reply. The name is not included in the message text sent to your customer. Agents can search by reply name.
 

Sorting (coming soon)

Categories and replies are displayed in the agent’s console according to the number you enter into the sorting field, starting from zero and ascending (0,1,2…). Sorting numbers are optional and do not have to be unique, but you should use unique numbers if you want to precisely control the sorting of each individual reply. Agents can double-click on any category button to load the first reply of that category.
 
Consider using zero (0) for your most commonly used reply, so that agents can double-click on the All button to load this reply. Use one (1) for the most common reply of every other category to set the default reply for that category button when double-clicked.
 

Keywords (coming soon)

Add any additional terms you think will help agents find a reply when searching. You can enter multilingual text as a string, with each search term separated by a comma.