Use Response templates in chat

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • HR agents can use response templates as reusable messages that you can use related to an interaction.

    Before you begin

    Role required: sn_hr_core.case_writer

    The Advanced Work Assignment for HRSD (com.sn_hr_awa) plugin must be activated to use response templates in chat. For more information, see Response templates for HR Service Delivery.

    Note:
    Currently, chat is only available for Interactions in HR Service Delivery Agent Workspace.

    Procedure

    1. Navigate to HR Case Management HR Agent Workspace.
    2. Ensure your Inbox status is set to Available.
    3. When a chat routes to you, select Accept.
      HR Agent WS - Chat accept button
    4. An interaction record is automatically created and you can start chatting with the employee.
      To display response templates, enter a / in the chat area and a list of response templates appears.HR Agent WS - Response template command
    5. Select the response template and the text appears in the chat window.
    6. Select the Send button to transmit the message.