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Hey guys. All good?

I would like to understand how you manage your predefined asnwers, the templates?

Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.

If anyone has any tips it would be great! :D

Oh, im talking about the Canned Responses

Hi @pedrolunardi ,

 

Freshworks has a report for canned response usage under Analytics. That can be made use to understand how agents are using canned responses.

 

With regards to the agents who are using templates from their machine, they need to be trained to use canned responses for standardization.

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