Workspace settings

Snoozing a conversation allows you to specify when the conversation will return to an Open status. You can customize the options a user will see when they select Snooze Conversation while viewing a conversation.Who can access this feature?User typesAdmins can access the Conversation Status page.In this articleChange a snooze statusAdd a custom snooze optionChange a snooze statusYou can disable a users ability to set a custom snooze time or snooze a conversation until a customer replies.Go to Settings  > Workspace > Conversation Status.Select the Snooze tab.The following options are available:Custom Snooze Time allows a user to select the Pick a Date & Time option and snooze a conversation until a custom date and time.Snooze Until Reply allows a user to select the Customer Reply option, which snoozes a conversation until a customer replies with another message.Add a custom snooze optionYou can add up to 5 custom snooze options to the Snooze Until menu.To add a custom Snooze option:From the Snooze tab, Select Add Snooze.Enter a name for the new snooze option. For this example, we will create a 24-hour option.Select an option from the Snooze Type drop-down menu:Relative if the snooze expires after a specific amount of time has passed. For this example, the snooze will expire 1 day after the snooze is set.Dynamic if you want the snooze to expire at a specific date and time, such as on Fridays at 12pm.For this example, select Relative.Enter the time you want to pass before the snooze expires. Since we are creating a 24-hour snooze, enter 1 day.Select Create.Your custom snooze options will appear as options when they snooze a conversation.Note: When you create a 24 hour/1 day snooze, you will have a Send -> Snooze (1d) option available when you respond to a message, and allows you to send a message and mark it snoozed for 24 hours. For more information, see Send a reply.

Shortcuts can speed up your team by providing pre-defined blocks of text that can be used as a canned response. These are more than just canned responses, though. With shortcuts, you can perform actions, such as set or replace the conversation's subject or name, specify an email template, add tags, or specify optional or custom fields, such as assigned user.Shortcuts can be private (just for you), public to the whole company, specific to an individual team, or limited to specific teams and individual users. Who can access this feature?User typesContent Managers can adjust shortcuts.In this article Create shortcutsPerform actions with a shortcutShortcut defaultsAdd shortcut categoriesUse shortcuts in a conversationMove a conversation to a different queueCreate a shortcutYou can customize your shortcuts to suit a variety of responses.  To create a shortcut:Go to Settings> Workspace > Shortcuts.Select Add shortcut.Enter a name without a space.Select its visibility from the Share Access drop-down menu. You can make the shortcut available Publicly or Privately by only giving access to a specific team and/or user.Select Create. The Edit Shortcut page opens.Optionally, select a category you want your shortcut to appear in.Next, add content to the Messages box. This is the actual content that will be sent to your customer. You can format your message using basic formatting options in the text editor and personalize it using snippets. You can also add attachments and images to your shortcut. Currently supported file types are .pdf, .doc, .docx, .xls, .xlsx, .zip, .txt, .mov, .mp4, .png, and .jpg. Files cannot exceed 5MB per file, and the total attachment size cannot exceed 9.5MB.Select Save Changes.Note: You can use snippets in shortcut names and messages. To do so, select Snippets & Dynamic Textwhen composing the default shortcut message and select the snippet again in the window that opens. If your snippet is translated into other languages, the default platform language will be detected, and the Shortcut title will be displayed in the local language so that your agent knows which one to select.Perform actions with a shortcutAlong with using shortcuts to send canned responses quickly, you can have the shortcut perform an action every time it is used. For example, you can add a VIP tag whenever a customer in a high customer tier contacts you. You can use the following options to perform an action:Conversation subjectCreates or replaces (updates) the current subject or name of a conversation. This can be useful if, for example, a customer reached out via a Voice channel and then follows up via email. You can use this shortcut to change the conversation's subject to something more specific to the follow-up reason.Conversation email templateSelect the email template you'd like to use once the shortcut is accessed.Conversation tagsAppend one more more tags. You can use tags to help identify conversations when running reports. This is helpful for reporting since conversations can be identified by the tags they contain.Add optional fieldsUpdate additional conversation fields, including Assigned User, Assigned Team, Queue, and Status. Learn more about moving a conversation to a different queue.Shortcut defaultsThe Defaults tab in the Shortcuts settings page allows you to set up shortcuts to automatically apply when you open a conversation or create a note. This optional feature is used when you wish to automatically populate a template for your users to use when replying to a customer or creating a note.Note: Any shortcut in your organization can be specified as a default, so make sure you review all the characteristics of your shortcut to confirm it's appropriate to set as a default reply. Best practices recommend applying shortcuts that include text strings only. You won't want to apply a shortcut that takes action on conversations, such as marking the conversation as done, because this will be applied as soon as an agent clicks 'Reply'.Reply templateA Reply Template can be set to specify a default response when replying to a customer. This pre-populated shortcut will be added to all new replies from your organization. For example, if your users always reply to an email with "Hi <Customer Name>", you can streamline their reply workflow by saving this as a shortcut. When this shortcut is assigned as the default Reply Template, it will automatically appear when composing a reply to a customer.Note templateA Note Template works similarly, but instead controls what text populates by default when a user creates a new note. The note will be created with this shortcut as its initial content. For example, if you want team members to routinely collect a certain set of information when creating a note, you might create a shortcut like:Name:Callback number:Add shortcut categoriesYou can use shortcut categories to organize all your shortcuts into logical groupings that users can easily navigate through when responding to a conversation.To create a shortcut category:Go to Settings> Workspace > Shortcuts.Go to the Categories tab and select Add category.Enter the name of the new category.Select Create. The new category will be listed on the page. To see its available actions, hover over the category name.The following actions are available:Add Categorycreates a sub category.Edit Category is where you can change the category name.Add Shortcutlets you create a new shortcut to add to the category.Expand/Collapse all SubcategoriesEnter a name for the new category, and select its parent from the drop-down menu. You can change the order of your categories using the numbered drop-down menu or by dragging-and-dropping it to your desired location. Categories are also visible from the menu that appears when using a shortcut in a message reply.Select Create. To add a shortcut to a category:From the Shortcuts window, select Editfor the Shortcut you wish to add in a category.Select a category from the drop-down menu.Note: To select a subcategory, expand the parent to find it.Use shortcuts in a conversationWhen replying to a conversation, there are two ways that you can use shortcuts:   Enter the hashtag symbol (#) into a reply or note. This will activate the shortcut menu, and text entered after the "#" will be used to search shortcuts.Alternatively, select Insert Shortcut from menu bar when composing a message. Both the Name and Message fields are searchable. If you use a shortcut with a snippet containing translations, the shortcut name will be displayed in your local language.Move a conversation to a different queueYou can use shortcuts to move a conversation to a different queue.From the Shortcuts window, select Add Optional Fields.Select Queue from the drop-down menu.Select the queue you want to move a conversation to when a user applies the shortcut.Now, whenever this shortcut is used in a conversation, it performs its specific action and transfers the conversation to the specified queue.Notes: Transferring a conversation to a different queue will unassign it from its current user.Actions configured in a shortcut (for example, adding a tag to the conversation or marking it done) are executed immediately when the shortcut is added to the reply editor or a note, even if the message is not sent or the note is not added. If you use the optional field to change the conversation status to Done and create a message in the same shortcut, the conversation will close, and the message will not be sent. You should not combine marking the conversation status to Done and sending a message in the same action.Shortcuts that update specific attributes may not show on the reply editor or may not execute as expected if the user’s or team’s permissions do not allow changes to those attributes.Related articlesFormat dates in shortcutsConditional shortcut text

Admins have access to more advanced search settings, such as choosing the order that saved search queries appear in the Searches panel, creating folders to help organize their saved searches, and archiving searches. These settings are global, and will affect all users who have access to that particular search.Who can access this feature?User typesUsers can view searches. Users with additional permission sets can create or edit searches.In this article:Search foldersGlobal search orderSearch menu optionsArchive searchesSearch foldersYou can use folders to better organize your search queries and provide a simpler way for your agents to navigate through and access your list of saved searches. The visibility of a folder for a particular user is tied to the visibility settings for the search queries that reside in it. If a user does not have access to view a search, they will not have access to view the folder.You can create up to 50 folders.To create a folder:Go to Settings  > Workspace > Searches.Select Add Folder.Enter a name for the folder and select Create. The new folder is added to the bottom of the list and is distinguishable by the blue folder icon next to its name.To edit a folder:Select Edit Folder  for the folder you want to edit.Update the name of the folder and select Edit.To delete a folder:Select Delete for the folder you want to delete.Select Delete to confirm the action.Note: You can only delete empty folders. A solid blue folder icon indicates that a folder has searches within it.To add a search to a folder:You can add a search to a folder from the Search settings page in one of two ways:Drag and drop the search query into the desired folder.orSelect Edit Search  for the search you want to move to a folder.Select the folder you want to move the search into from the Folder drop-down menu.Select Save Changes.Global search orderYou can change the order in which your search queries and folders appear in the Searches panel for users in your organization.To change the global order of a search of folder:Go to Settings  > Workspace > Searches. To change the order in which searches or folders are displayed, drag and drop the search or folder you want to move to its new location in the list.Note: You cannot drag a folder into another folder.You can also change the sort order by selecting the drop-down menu next to the search or folder name and choosing a different order number. Reorganizing the order by number is useful when you have many saved Search queries or folders that cannot all be seen in one page.Note: Changing the order of these items will affect every user. However, since not all searches are shared with all users, the list will only sort the searches or folders shared with a given individual.To edit your search:Select Edit Search for the search you want to edit.Make your desired changes in the window that opens and then select Save Changes. For more information, see Use Search to Organize Customers, Conversations, and Custom Objects.Search menu optionsEvery search listed in the Search settings window has a list of menu options. You can access these options by selecting the menu icon  next to the desired search.The following options are available:Go to Search opens the selected search results.Archive Search removes the selected search from the Workspace Search panel. Shared teams or members will also lose access to this search once this action is complete. You must select Archive to confirm this action. For more information, see Archiving Searches.Delete Search deletes the selected search from the Workspace Search panel. Shared teams or members will lose access to this search once this action is completed. To confirm deletion, select Delete.View Audit Log lets you view the changes that were made to the search. For more information, see Audit logs.Archive searchesYou can manually archive any search queries into a separate tab. Doing so will remove the selected search from displaying in the Search panel, but will not delete it permanently. To archive a search:Select the menu icon  next to the search you wish to archive.Select Archive Search.Confirm the action and select Archive again.Your search will no longer be visible in the Search panel.To view archives searches:Go to Settings  > Workspace > Searches.Select the Archive tab.The list of archives Searches opens.To unarchive a search:Go to Settings  > Workspace > Searches.Select the Archives tab.Select the menu icon  next to the search you wish to unarchive.Select Activate Search.The search will now appear in the Search panel with all of its original settings intact.