How do preset responses work in Engage?

Learn how to use pre-written responses for faster, more consistent communication.

What Are Preset Responses?

Preset responses are pre-approved messages that agents can use to reply quickly and consistently to customer queries.

How to Use a Preset Response

1. Open the ticket and navigate to the response panel.
2. Click the Preset Response button.
3. Select a response from the dropdown list.
4. Edit the message if necessary.
5. Click Send to publish the response.

Who Can Create and Edit Preset Responses?

• Admins and supervisors can create, edit, and remove preset responses.
• Agents can only use the available responses.

Best Practices for Using Preset Responses

• Personalise responses when necessary.
• Regularly update preset responses to keep them relevant.
• Use presets to maintain consistency in tone and messaging.