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Frequently given responses

What are frequently given responses?

Frequently Given Responses (FGR), so called Canned messages in LiveAgent, are the responses that you most often give to customers with regards to a query.

The best possible way of dealing with a Frequently Given Response is that you ‘slice’ it into pieces. In simpler terms, contemplate of all the possible solutions that can be thought of with respect to a certain question. Then, one by one, start answering your short question. Combine all the responses from your short question, and there it is. You have successfully composed your Frequently Given Response. This way you won’t have to compose a new answer every time.

Canned messages
Example of canned messages

Learn more about Canned messages in LiveAgent.

FAQ

How do you define frequently given responses?

Frequently given responses are the answers that are given most often. So they work similarly to the popular FAQ. FGR is needed to shorten the response time to common questions. Thanks to this, you do not have to create a new, separate answer for each customer asking about a specific product or service feature. Thanks to FGR, you just need to give it individual characteristics and send it.

What is the role of frequently given responses?

Frequently given responses is a tool that enables faster and more automatic responses. You don't have to write a separate answer to each customer who asks a popular question. You already have a ready template that will allow you to respond quickly. Preparing an FGR also helps ensure that the response includes all the needed elements that the client expects and gives you a better chance of not forgetting anything.

How to create frequently given responses?

You create FGR directly in the LiveAgent panel. By uploading all the answers you need, you can send them easily, with a few clicks. This way, you save the time of customer service employees, who can take care of other, less automatic activities during this time.

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