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Creating standard responses for incidents and chat requests
Answer ID 483   |   Last Review Date 09/09/2019

How do I create standard responses for use when responding to incidents and chat requests?

Environment:

Standard Text Messages, Standard Response Text
Oracle B2C Service (OSvC), All versions

Resolution:

Oracle B2C Service allows you to create standard text responses that your staff can use when responding to customers in incidents or chat sessions. These standard text responses can also be appended automatically to incidents if configured in a business rule. They are designed to cut down on typing repetitive responses or snippets of information that would not make an appropriate public answer. 

To create standard text, use these steps:

  1. Configuration > Service > Standard Text
  2. Click New from the top ribbon
  3. Enter all applicable fields
    1. Name - display name of standard text message
    2. Hotkey - shortcut agents can use to append message (i.e. F8+hotkey)
    3. Type - check each box where you want the standard text message to be available
    4. Value - the standard text message can be added in plain text or HTML 
    5. Visibility - check each interface where the message is to be used
      * For more detailed descriptions of each field, refer to Add or Edit Standard Text.
  4. Save and Close


Using a Standard Response:

When responding to a customer via an incident response or chat session, click the Standard Text button in the tool bar. In the pop-up window, either drag the name of the standard text item to your response or right click on the standard text and select Add Standard Text.

If you know the shortcut for the standard response, click F8 to open the shortcut box. Enter the hotkey (shortcut) sequence and press Enter to append the standard text message to your response.

See Additional Resources section below for more ways to use standard text messages.

HTML Value field:

The content of the HTML Value field is when the rich text editor is enabled for incident entries (responses, private notes, customer entries). When the plain text editor is selected on an incident, then the standard text's "Text" value is used.  

When an end-user submits an incident and a business rule is in place to append the response template to the Solution field, if the response template has content in the HTML Value field, that HTML content displays to the end-user before the incident is actually submitted. This allows you to display suggested solutions using the $solutions variable before the incident is submitted.

System Variables:

When creating standard text responses, you can append system-defined variables into the standard text response. Click the $ icon on the right side of the Value bar.

In addition to including database fields in a standard text response, there are two special variables that can be included in the response:

  • $solutions -- The SmartAssistance ($solutions) variable lists SmartAssistant suggested solutions in the response to an incident. When the response is appended to an incident, the $solution variable is replaced by the specific answers suggested by SmartAssistant.

  • $response_link The Response Link ($response_link) variable adds a link to the response that takes the recipient to the login page and then to the page that allows them to update the incident from the Account section.

File Attachments: 

It is not possible to include a file attachment as part of your standard text. However, you can include a link within your standard text to access a web-accessible file.  That is, you can host the file on your organization's web server and then include a hyperlink in the standard text content. 

Be sure to use proper HTML code within the Text field so that the link is included when the standard text is appended to the incident thread and sent as part of a response.

Delete Standard Text Message:

Standard text messages can be deleted at any time by selecting the standard text entry in the tree and clicking the Delete button on the ribbon. However, when you delete standard text, all instances of the standard text will also be deleted.

Grouping Standard Text Messages:

You can group responses in folders that you configure. For more information on creating and using response folders, refer to Answer ID 1048: Grouping standard text responses in folders.


Additional Resources:

Configuring a rule that sends a standard response to the customer

Automatically suggesting solutions for Ask a Question requests

Including HTML in standard responses

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