How do I manage pre-written text messages?
Create and manage private or public pre-written text messages to increase your team’s productivity, reduce the need to re-type frequently used messages, and maintain consistent language throughout your organization.
Within Contact Center
Before you begin: You must be
set up as a user and be assigned the
Admin role. This can also be done from your
admin portal if you have access permissions.
- Sign in to our GoTo desktop/ web app.
- From , select Pre-written messages.
- To add a new message:
- Select + Add pre-written message.
- Complete each field.
- Click Save when complete.
- To edit an existing message:
- Select the entry you want to edit.
- Make any needed changes such as updating the shortcut, changing the private/public status, or editing the text.
- Click Save when complete.
- To delete a message:
- Hover over the entry you want to delete.
- Click
.
- To enable or disable a message, turn on/off that specific entry under Active.
What to do next:
Let your agents know what experience to expect.
Within Customer Engagement
Before you begin: You must be
set up as a user and assigned the
team member role.
Note: This feature may not be available with your plan. Please contact your sales rep for more information on the GoTo Customer Engagement plans, included features, and pricing.
- To delete a message:
Note: Pre-written messages can only be deleted by a manager who is assigned the manager role.
- Hover over the entry you want to delete.
- Click .
What to do next:
Let your agents know what experience to expect.