How do I use preset responses in Engage?

Learn how to send predefined replies for faster and more consistent responses.

What Are Preset Responses?

Preset responses are pre-written replies that agents can use to respond quickly and consistently to common customer queries.

How to Use a Preset Response

1. Open a ticket and navigate to the response panel.
2. Click the Preset Response button.
3. Select a category to find the most relevant reply.
4. Click on a response to insert it into the text box.
5. Edit the response if necessary.
6. Click Send to publish the response.
7. Use our AI-powered Suggested Responses to pick the best one.

Who Can Manage Preset Responses?

• Supervisors and admins can create and edit preset responses.
• Agents can only select and use available responses.