Quick Responses

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your account representative.

Quick responses are pre-written responses that agents can use to respond quickly to contacts The person interacting with an agent, IVR, or bot in your contact center. in email, chat, or digital Any channel, contact, or skill associated with Digital Experience (DX). messages. Quick responses can be text-based or include rich media Elements in digital messaging such as buttons, images, menus, and option pickers. content. Rich content includes rich text messages, list pickers, quick replies, rich links, or forms.

Quick responses can include variables so the agent can customize the message before sending it to the contact. For example, the agent might have to add the contact's name. The system replaces the name variable in the quick response with the name the agent provides.

You can assign quick responses to points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (POCs) and ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. The quick responses that agents see are limited to those assigned to the POC and ACD skill of the interaction they're handling.

These quick responses, configured in ACD > ACD Settings > Quick Responses, are only supported in NiCE CXone Agent Workspace (Agent) applications. They are not supported in MAX. If your agents use MAX, configure one of these instead:

Types of Quick Responses

There are multiple types of quick responses. Different configuration steps are required based on the type of quick response you want to create:

Quick Response	Details
Text Message	Pre-written responses that agents can use to respond quickly to common customer needs. For example, you can use them to answer frequently asked questions or send links and service information. Learn more about text message quick responses.
List Picker	Displays a list of items that contacts The person interacting with an agent, IVR, or bot in your contact center. can choose from. You can add images and descriptions to appear with each list item. Agents can use these channels to send lists that contacts can select from. This helps contacts communicate their needs more quickly. Learn more about list picker quick responses. For digital Any channel, contact, or skill associated with Digital Experience (DX). channels, support for list pickers in quick responses varies by channel.
Quick Reply	Allows agents to send contacts a question and options they can respond with. This helps identify the nature of the contacts needs quicker and helps avoid sending various messages back and forth. Learn more about quick reply quick responses.
Rich Link	Links that include a title, image, and fallback A plain text alternative sent when the destination doesn't support rich media. text. This is helpful to display a preview of where a link takes the contact before they engage with it. Learn more about rich link quick responses. For digital Any channel, contact, or skill associated with Digital Experience (DX). channels, support for rich links in quick responses varies by channel.
Form	Lets agents send contacts multi-page interactive forms. This makes it easier for agents and contacts to share information with each other. Forms are supported for iOS and iPadOS devices. Learn more about form quick responses. For digital Any channel, contact, or skill associated with Digital Experience (DX). channels, support for forms in quick responses varies by channel.