Nextiva CX - Suggested Responses

Suggested Responses are a great way to save time and maintain consistency in your customer communications. Use them to create a library of pre-written replies for common inquiries, ensuring your team provides quick and accurate responses every time.

Administrators can create new responses and edit existing responses.

Create a New Response

1. Go to Settings from the left-hand toolbar.
   
   
2. Select Publish Settings.
   
   
3. Choose Managed Saved Responses from the options.
   
   
4. Select the Create Response button.
   
   
5. From the dropdown, select the Workspace where you want this response to be available.
   
   
6. Select the appropriate category for your response. 
   
   XBert Tip: Make sure you've created categories beforehand in Settings.
   
   
7. Enter a clear and descriptive Response name for easy identification.
   
   
8. Choose the channels (e.g., Social, Email, Chat) where you want this response to be suggested.
   
   
9. In the provided text area, write the actual response you want to save.
   
   
10. Add Tags and Sentiment:
    
    
    • Tags help organize and filter your responses.
      
      
    • A Sentiment (Positive, Neutral, Negative) can be assigned to the response.
      
      
11. Once you've filled in all the necessary details, click on the Save button.
    
    

Editing a Suggested Response

1. Go to Settings from the left-hand toolbar.
   
   
2. Select Publish Settings.
   
   
3. Choose Managed Saved Responses from the options.
   
   
4. Find the suggested response you want to edit in the list.
   
   
5. Select the pencil icon next to the response you wish to modify. This will open the response in edit mode.
   
   
6. Make Your Changes. You can edit any of the following:
   
   
   • Response Name: Update the name if needed.
     
     
   • Category: Change the category if it's been miscategorized or you've created new categories.
     
     
   • Response Source(s): Adjust the channels where this response should be suggested.
     
     
   • The Response itself: Modify the text or content of the saved response.
     
     
   • Tags: Add, remove, or edit tags associated with the response
     
     
   • Sentiment: Change the sentiment assigned to the response (Positive, Neutral, Negative).
     
     
7. Once you're done editing, select Save.