How to Send a Predefined Reply

This article gives guidance to Rescue technicians.

You can send a predefined reply to a customer at any time during an active session.

  1. On the Chat console, click the Predefined Reply button.

    Predefined Replies button

    A menu is displayed showing all available predefined replies.
  2. Select the predefined reply you want to send to the customer.
    The text of the selected reply appears in the Chat box.
  3. Optional: edit the text.
  4. Press Enter or click the Send button.
    The reply is sent to the customer.