HELP FILE

How do I manage pre-saved text messages?

    Create and manage private or public pre-saved text messages to increase your team’s productivity, reduce the need to re-type frequently used messages, and maintain consistent language throughout your organization. Available for Complete only.
    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.
    1. Sign in to our GoTo desktop/web app.
    2. From Contact Center > Admin > General settings, select Pre-saved messages.
    3. To add a new message:
      1. Select + Add pre-saved message.
      2. Complete each field.
      3. Click Save when complete.
    4. To edit an existing message:
      1. Select the entry you want to edit.
      2. Make any needed changes such as updating the shortcut, changing the private/public status, or editing the text.
      3. Click Save when complete.
    5. To delete a message:
      1. Hover over the entry you want to delete.
      2. Click trash can icon.
    6. To enable or disable a message, turn on/off that specific entry under Active.