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Create and use pre-written messages in the inbox

Create and manage private or public pre-written text messages to increase your productivity, reduce the need to re-type frequently used messages, and maintain consistent language throughout your organization. This feature may not be available with your plan.
Before you begin: You must be set up as a user with the agent or team member role, depending on your product.
  1. Sign in to the desktop or web app.
  2. From Inbox, select the settings icon. Then select Pre-written messages.
  3. To add a new message, select + Add pre-written message, complete each field, and then select Save.
    Tip: Use shortcuts for quicker access to your messages when chatting. Use categories to easily narrow your search.
  4. To edit an existing message, select the desired entry, make any needed changes (such as updating the shortcut, changing the private/public status, or editing the text), and then select Save.
    Note: You will see a complete list of all messages created by you as well as public messages created by the admin or supervisor. You can only make changes to your personal messages.
  5. To enable or disable a message, turn that specific entry on/off under Active.
  6. To delete a message, hover over the desired entry, and then select trash can icon.
  7. To use a message on an active chat, select the templates icon or type a shortcut directly into the text field, select the desired message to use, make any edits if needed, and then select Enter to send your message.
    Note: Currently, you can only send one pre-written message at a time. Any edits made to a pre-written message from the text field will not permanently alter the pre-saved message itself.

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