Canned Response Tabs and Properties
The tables in this topic describe the Properties available in the various tabs of the Canned Response window.
The Canned Response window contains the following tabs:
Before reading the descriptions in this topic, see Using Property Tables in Talisma Client Help.
The text "TBA" in the last column of the table refers to Talisma Business Administrator.
Properties Tab
The Properties tab contains system Properties. It also contains custom Properties created for the Canned Response Object. Values for these Properties are set in Talisma Client.
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Property (* indicates that the Property is mandatory) |
Description |
Value Updated by (Talisma/User)
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Property Can be Edited/Deleted in TBA
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Base Object |
The Talisma Object that is set as the base Object of the Canned Response. |
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Cannot be edited or deleted |
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Canned Response ID |
A unique identifier for the Canned Response. This is automatically generated by the Talisma system after the Canned Response is saved. |
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Cannot be edited or deleted |
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Shortcut |
Stores the keyboard shortcut associated with the Canned Response. This value must not contain special characters and blank spaces. |
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Cannot be edited or deleted |
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Created On |
The date and time when the record was created. |
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Cannot be edited or deleted |
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Usage Count |
The number of times the Canned Response has been used in Interactions, Mailers, and chat sessions. Every time the Canned Response is used, the value of this Property is increased by 1. |
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Cannot be edited or deleted |
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Owner |
The Talisma User who owns the Canned Response. By default, the User who creates a Canned Response is its owner. The owner can be changed from the Canned Response window. |
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Cannot be edited or deleted |
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Attachment |
Indicates whether the Canned Response contains attachments. The value of this Property is True when the Canned Response contains attachments. Otherwise, it is False. |
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Cannot be edited or deleted |
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Personal |
Indicates whether the Canned Response is marked as personal for the owner. The value for this Property can be True or False. |
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Cannot be edited or deleted |
Categories Tab
This tab displays all Categories created for the Team selected in the Team list. From this tab, you can categorize the Canned Response by selecting one or more Categories.
Content Tab *
This tab displays the content created for the Canned Response. You must type content in this tab to be able to save the Canned Response. The following table describes the Properties and tabs within the Content tab:
|
Property/Tab |
Description |
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Language |
The language in which the Canned Response is created. A Canned Response can be saved in multiple languages. Example You create a Canned Response in English with the title "Price information". You want the same Canned Response to be available in French. You can edit the Canned Response and set French as its language. You must specify a title, and type the content in French. The same Canned Response can now be inserted either with the English content, or with the French content, by selecting the appropriate language from the Preview Content for list in the Preview pane of the Canned Response Manager. |
|
Media |
The Medium in which the Canned Response is available. For example, if Chat is selected from the Media list, the Canned Response can be used during a chat session from the Chat Workspace. A Canned Response can be made available for several Media. When content is saved for a particular Medium, it is available when the Canned Response is inserted for that Medium. |
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Title * |
The title of the Canned Response. |
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Tabs The following tabs are displayed in the Content tab of the Canned Response window: |
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HTML |
Enables you create the content of the Canned Response in the selected language. You can edit and format text, and insert pictures in this tab. |
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Source |
Enables you to view and edit the HTML source code of the content created in the Edit tab. |
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Preview |
Enables you to preview the HTML content. Modifications in the HTML code in the Source tab can be previewed in this tab. |
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Text |
Enables you to create plain-text versions of the HTML Canned Response. You can edit and format text such that the Canned Response can be viewed in mail clients that do not support HTML. |
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Note • To switch between tabs, press F2. • When you create HTML content, it is also reflected in the Text tab. This synchronization happens automatically. Subsequently, if you edit the content in the Text tab, the synchronization is broken, and the content in the HTML and Text tabs can be maintained independently. • To synchronize the content in the two tabs again, delete the content in the Text tab and save the Canned Response. The content in the HTML tab is reflected in the Text tab again. |
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Note You can create a Canned Response with any Language and Medium combination. For example, an English Canned Response can be made available for the E-mail and Chat Media. Similarly, a Canned Response created for use in chat sessions can be created in multiple languages |
Share Tab *
This tab lists the Teams in which you have the Manage Canned Responses Permission. The Teams with which the Canned Response is shared are selected. This selection can be modified.
When creating a Canned Response, you must share it with at least one Team. Otherwise, you will not be able to save the Canned Response. However, if you do not want to share the Canned Response, you can select the Personal option to make the Canned Response personal. Other Users will not be able to view a Canned Response that is marked as Personal. In addition, you will not be able to select the Teams from the Share to Teams list for a Personal Canned Response. The Personal option is disabled if this Canned Response has been shared with other Teams.
History Tab
The operations performed on the Canned Response are listed as events in this tab. For example, if you categorize a Canned Response, this action is recorded as an event in the history of the Canned Response. To specify the events you want to view in this pane, select Options from Tools menu in the Home Workspace. In the Options dialog box, set the required Canned Response Event options in the Event tab.
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Note When Talisma is installed afresh, audit is disabled for all events and Properties. Hence, audit records will not be displayed in the History tab. For more information about enabling or disabling audit, see Business Administrator Help and Installation Manager Help. |
Notes Tab
This tab provides space for you to make notes. Notes made in this tab can be viewed by other Talisma Users who have access to the Canned Response.
Personal Tab
Lists Properties created for the Personal tab in Talisma Business Administrator. The tab is visible in Talisma Client only for the User who created these Properties. Note that the Personal tab is visible for the User only if the User has created at least one Property for the tab.