How do I set up and use pre-written text messages?

Create pre-written text messages or use publicly created messages from supervisors to increase productivity and reduce the need to re-type frequently used messages.

Before you begin: You must be set up as a user and assigned the Team member role in Customer Engagement or the Agent role in Contact Center

Note: This feature may not be available with your GoTo Customer Engagement plan. Please contact your sales rep for more information on the GoTo Customer Engagement plans, included features, and pricing.

Sign in to our GoTo desktop/ web app.
From the left navigation, select Inbox.
Select Pre-written messages.

Add pre-written messages

Select + Add new pre-written message.
Complete each field.

Tip: Use shortcuts for quicker access to your messages when chatting. Use categories to easily narrow your search.
Click Save when complete.

Edit pre-written messages

Select the entry you want to edit.

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.
Make any needed changes such as updating the shortcut, changing the categories, or editing the text.
Click Save when complete.
To enable or disable a message, turn on/off that specific entry under Active.

Use pre-written messages

Before you begin: You must be set up as a user and assigned the team member role.

When you are on an active chat, select the templates icon or type a shortcut directly into the text field to open your pre-written messages.
Select the message you want to use.
Make any edits as needed and then press 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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