About Canned Responses

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Contacts or Leads often require generic information such as Product Catalogs, Price Lists, Fee Structure, Course Details and so on. Responses used for these Frequently Asked Questions (FAQs) can be stored as Canned Responses and used repeatedly. Using a Canned Response facilitates faster turnaround time.

In Talisma, Canned Responses are associated with the Contact Object or the Lead Object. When a Canned Response is created, it is based on the Contact Object or the Lead Object. Hence, when you perform operations specific to the Contact Object, only Contact-based Canned Responses are available for responding to the Contact. However, when you perform operations specific to the Lead Object, as Lead Object Items are always associated with a Contact, both Contact and Lead-based Canned Responses are available for responding to the Lead.

Talisma lists the most frequently used Canned Responses in a Most Recently Used (MRU) list. Talisma also displays a Suggestion list that consists of Canned Responses belonging to the same Category as that of the Interaction in which you want to insert a Canned Response. Inserting a Canned Response directly from one of these lists eliminates the need for you to search for it, thus reducing your response time.

Talisma supports multiple Media and languages in Canned Responses. You can create Canned Responses for various language and Media combinations.

Example You are a Talisma User who handles Contacts using the various Media configured on your system. You receive requests for information about the Products offered by your company from various Contacts, through different Media. The information being requested is essentially the same. You can create one Canned Response titled “Product Information” for all the Media.