If desired, managers can create pre-scripted messages and quick-link URLs that you can then send to customers during support sessions (such as frequently used responses or questions). This can help you more quickly and easily assist customers by avoiding having to type out frequently used phrases and website URLs.

1. Above the message text field, click the Message icon or the URL icon .
2. Select the desired pre-scripted message or URL.
3. Click Send to send the text or hyperlink to customers as a chat message. If customers click a URL, the web page will automatically open in a new browser window on the customer's desktop.