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=Réponses types=
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=Standard responses=
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La vue Réponses permet d’accéder à une base de données de réponses types préécrites pour vos interactions. Vous pouvez insérer ces réponses dans les interactions sortantes, comme les e-mails ou les messages de chat, mais vous pouvez aussi les lire aux contacts pendant les interactions par téléphone.
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The Responses view enables you to access a database of prewritten standard responses for your interactions. You can insert these responses as replies into any outbound interaction, such as an email or a chat message, or you can read them to the contact during a phone interaction.
  
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Après l’insertion d’une réponse dans une interaction sortante, comme un e-mail ou un message de chat, vous pouvez modifier le contenu du texte.
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After inserting a response into an outbound interaction, such as an email or a chat message, you can modify the contents of the text.
  
 
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| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]]
 
| style="vertical-align:middle; text-align:center;" | [[File:RedVideoButton2.PNG|link=]]
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| style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Afficher la vidéo : Ajout d’une réponse standard à un e-mail sortant" hidetext="[-] Masquer la vidéo">
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| style="vertical-align:middle; text-align:center;" | <toggledisplay linkstyle font-size:larger showtext="[+] Show video: Adding a Standard Response to an outgoing email" hidetext="[-] Hide video">
 
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__TOC__
 
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|title=Utilisation de la vue Réponses
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|title=Using the Responses View
 
|text=
 
|text=
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Pour accéder à la vue Réponses, cliquez sur le bouton vertical '''RÉPONSES''' dans la fenêtre d’interaction active.
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To access the Responses view, select the vertical '''RESPONSES''' button on the active-interaction window.
  
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La vue Réponses comporte deux parties : une zone Explorateur de réponses et une zone d’affichage de réponse.
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The Responses view comprises two main areas, the Responses Explorer folder view, and the response display area.
 
|media1=852_WWE_Responses_Button.png
 
|media1=852_WWE_Responses_Button.png
 
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==Search and Filter==
 
==Search and Filter==
  
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|title=Explorateur de réponses
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|title=Responses Explorer
 
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L’Explorateur de réponses contient une arborescence de dossiers (catégories de réponses types) et de pages (documents de réponses types). Vous pouvez :
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The Responses Explorer contains a tree view of folders (standard-response categories) and pages (standard-response documents). You can:
  
 
<!--* View the responses that meet the criteria that you have specified in the Search and Filter area.-->
 
<!--* View the responses that meet the criteria that you have specified in the Search and Filter area.-->
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* Parcourir les dossiers et documents de réponses en cliquant sur les dossiers pour les ouvrir ou les fermer et sur les documents pour les sélectionner.
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* Navigate the responses folders and documents by selecting folders to open or close them and selecting documents to select them.
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* Ajouter du texte de réponse standard dans l’interaction en cours au niveau du point d’insertion. Pour cela, sélectionnez un document de réponse et cliquez sur '''Insérer un texte de réponse standard''' [[Image:IW_Responses_Insert_Response_850.png]].
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* Insert standard-response text into the current interaction at the insertion point by selecting a response document and then selecting '''Insert Standard Response Text''' [[Image:IW_Responses_Insert_Response_850.png]].
 
<!--* Add the currently selected response document to your list of favorites by selecting '''Add Standard Response''' into Favorites Responses [[Image:IW_Responses_Add_To_Faves_850.png]].
 
<!--* Add the currently selected response document to your list of favorites by selecting '''Add Standard Response''' into Favorites Responses [[Image:IW_Responses_Add_To_Faves_850.png]].
 
* Remove the currently selected response document from your list of favorites by selecting '''Remove Standard Response from Favorites Responses''' [[Image:IW_Responses_Remove_From_Faves_850.png]].
 
* Remove the currently selected response document from your list of favorites by selecting '''Remove Standard Response from Favorites Responses''' [[Image:IW_Responses_Remove_From_Faves_850.png]].
 
* Show results in List view or in Tree view by selecting the '''View Mode''' button [[Image:IW_Responses_List_Tree_Button_850.png]].-->
 
* Show results in List view or in Tree view by selecting the '''View Mode''' button [[Image:IW_Responses_List_Tree_Button_850.png]].-->
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* Afficher et masquer les détails des réponses en cliquant sur le bouton '''Afficher les détails'''/'''Masquer les détails''' [[Image:IW_ShowHideArrangeWorkbinDetailsButton_850.png]].
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* Show and hide the responses details area by selecting '''Show Detail'''/'''Hide Detail''' [[Image:IW_ShowHideArrangeWorkbinDetailsButton_850.png]].
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* Afficher le contenu du document de réponse sélectionné dans la zone des détails.
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* View the contents of the selected response document in the responses details area.
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* Copier le contenu de la zone des détails des réponses et le coller dans la zone de message de votre interaction par [[email|e-mail]] ou par [[Chat|Chat]]. Les réponses standard utilisent des "jetons" (tels que <tt><$ Contact.FullName $></tt>) qui remplacent un code par un texte spécifique. Par exemple, <tt>Cher <$ Contact.FullName $></tt> devient <tt>Cher Jean Durand</tt> dans l'e-mail. Si vous copiez et collez le code de jeton (comme <tt><$ Contact.FullName $></tt>) dans votre brouillon, le remplacement se produit uniquement lorsque vous envoyez l'e-mail. Pour afficher le texte de remplacement avant l'envoi, vous devez cliquer sur '''Insérer un texte de réponse standard'''.
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* Copy content from the responses details area and paste it into the message area of your [[email|email]] or [[Chat|chat]] interaction. Standard responses use "tokens" (such as <tt><$ Contact.FullName $></tt>) that replace a code with specific text. For instance, <tt>Dear <$ Contact.FullName $></tt> becomes <tt>Dear John Smith</tt> in the email. If you copy and paste token code (such as <tt><$ Contact.FullName $></tt>) into your draft email, the replacement happens only after you send the email. To see the replacement text before sending, you must click '''Insert Standard Response Text'''.
  
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Sélectionnez une réponse dans la zone de l'explorateur (1) pour afficher son contenu (2).
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Select a response in the explorer area (1) to view its contents (2).
  
 
|media1=852_WWE_Responses_Area.png
 
|media1=852_WWE_Responses_Area.png

Version du octobre 24, 2017 à 17:40

Standard responses

The Responses view enables you to access a database of prewritten standard responses for your interactions. You can insert these responses as replies into any outbound interaction, such as an email or a chat message, or you can read them to the contact during a phone interaction.

After inserting a response into an outbound interaction, such as an email or a chat message, you can modify the contents of the text.

RedVideoButton2.PNG [+] Show video: Adding a Standard Response to an outgoing email

Using the Responses View

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To access the Responses view, select the vertical RESPONSES button on the active-interaction window.

The Responses view comprises two main areas, the Responses Explorer folder view, and the response display area.


Responses Explorer

1

The Responses Explorer contains a tree view of folders (standard-response categories) and pages (standard-response documents). You can:

  • Navigate the responses folders and documents by selecting folders to open or close them and selecting documents to select them.
  • Insert standard-response text into the current interaction at the insertion point by selecting a response document and then selecting Insert Standard Response Text IW Responses Insert Response 850.png.
  • Show and hide the responses details area by selecting Show Detail/Hide Detail IW ShowHideArrangeWorkbinDetailsButton 850.png.
  • View the contents of the selected response document in the responses details area.
  • Copy content from the responses details area and paste it into the message area of your email or chat interaction. Standard responses use "tokens" (such as <$ Contact.FullName $>) that replace a code with specific text. For instance, Dear <$ Contact.FullName $> becomes Dear John Smith in the email. If you copy and paste token code (such as <$ Contact.FullName $>) into your draft email, the replacement happens only after you send the email. To see the replacement text before sending, you must click Insert Standard Response Text.

Select a response in the explorer area (1) to view its contents (2).

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