Predefined Answers

The Predefined answers page is connected to the library of answers that can be used to reply to the received feedback. 

Simply, predefined answers are used to interact with your customers after they leave their feedback. To save time for managers by creating custom replies all the time, a set of predefined answers can be created, so they can easily choose from a predefined list and send the response within a few clicks.

Let’s navigate you through the Predefined answers page now. 

Starting from the top, you can see the number of created predefined answers and groups as the first thing. 

The list of all predefined answers (the main table) consists of the following information:

• Name: The name usually represents the type of feedback (positive/negative/neutral) and campaign the answer will be used for (call centre, technicians, retail, etc.). If more answers are created, feel free to use the search bar to find the answer you need based on its name.
• Group: Name of the group the predefined answer is part of (empty if no group is assigned)
• Language: Number of languages (translations) the predefined answer is created in.
• Last edited: Date of the last edit of the predefined answer.

The option to group predefined answers is also available, and you can find more information about Predefined answers groups here.

The list of all groups (the main table) consists of the following information:

• Name: The name usually represents the type of feedback (positive/negative/neutral) and campaign the answer will be used for (call centre, technicians, retail, etc.). If more groups are created, feel free to use the search bar to find the group you need based on its name.
• Answers in groups: Number of answers added to the group.
• Last edited: Date of the last edit of the group. You can sort both lists based on any of the parameters above.

You can proceed following changes on this page:*

• Create a new predefined answer
• Adjust existing Predefined answer
• Delete existing Predefined answer
• Predefined answers groups
• Predefined answers groups settings

*Find out more about specific settings by clicking the section name.

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Create a new predefined answer

You can start setting up the Predefined answer by visiting the “Predefined answers” section in Settings and clicking on the “+ Create answer” button.

A new window pops up, where you name your predefined answer at first. The name usually represents the campaign the answer is connected to (name of the team, structure entity, product, etc.) and the type of feedback (positive/neutral/negative). Then, from the “Language” dropdown, choose the default language for the template. Press the “Continue” button afterwards.

Another window pops up where you put the text of the answer. The name of the predefined answer is also always visible at the top of the box, so you always know which answer you are creating at the moment. And, if you feel like renaming the answer while creating it, click on the “context menu (three dots)”, choose the “Rename” option and save the new name.

You can also add more language variations of the new answer while creating it. Click on the “A blocks” icon and choose the “Add new language” option. 

All available languages pop up, and you can check the boxes for the relevant ones. Use the “Add” option and write the translation to the input field.

The “A blocks” icon always shows the language you are currently viewing, and you can switch between languages by clicking on its names.

If you already know how Predefined answers groups work, you can even add an answer to the group while creating it.

You can do so by choosing the “Add to group” option from the “context menu (three dots)”. Then, check the checkbox from the list that pops up for the relevant group and confirm your selection by the “Add” button.

And if you need to learn how the Predefined answers groups work, don’t worry and visit this section.

Once all of the above is done, use the option “Save” to save your new answer or the option “Cancel” to destroy all settings and start all over again.

Newly created predefined answers are ready to be used immediately, so let’s learn How to use predefined answers when new feedback comes!

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Adjust existing predefined answer

When it comes to changes within Predefined answers, you can change the following:

• Name of the answer: By clicking on the “context menu (three dots)” placed at the end of the row of the answer that you want to adjust and choosing the “Rename” option.

Another way is clicking on the row where the answer is placed and choosing the “Rename” option in the “context menu (three dots)” situated in the top right corner.

In both cases, a new window appears where you can replace the original name with a new one.

Don’t forget to confirm the rewrite via the “Save” button.

• Text of the answer: By clicking on the “context menu (three dots)” placed at the end of the row of the answer that you want to adjust and choosing the “Edit” option.

Another way is by clicking on the row where the answer is placed.

In both cases, a new window appears where you can rewrite the original text.

Don’t forget to confirm the rewrite via the “Save” button.

Other changes are connected to Predefined answers groups, so feel free to visit this section directly.

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Duplicating a predefined answer

If you need to create the same Predefined answers as one already in use or create a similar one, feel free to use the “Duplicate” option.

This can be done in three different ways:

1. By clicking on the “context menu (three dots)” placed at the end of the row of the answer that you want to duplicate and choosing the “Duplicate” option.

2. By checking the check box placed at the beginning of the row of the answer you want to duplicate and choosing the option “Duplicate” from the “Actions” dropdown.

💡 This option is better when you’d like to duplicate more than one answer at once.

3. By clicking on the row where the answer is placed and choosing the “Duplicate” option in the “context menu (three dots)” situated in the top right corner.

If you need to adjust the duplicated templates, visit the section Adjusting a predefined answer for more info.

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Delete predefined answers

Deleting a Predefined answer is a simple process that can be done in three different ways:

 1. By clicking on the “context menu (three dots)” placed at the end of the row of the answer that you want to delete and choosing the “Delete” option.

2. By checking the check box placed at the beginning of the row of the answer you want to delete and choosing the option “Delete” from the “Actions” dropdown.

This option is better when you’d like to delete more than one answer at once.

3. By clicking on the row where the answer is placed and choosing the “Delete” option in the “context menu (three dots)” situated in the top right corner.

In any case, a new window always shows up where you need to confirm your decision to delete the answer(s). After your confirmation, the predefined answer will be successfully deleted.

⚠️ Please note, once you delete any predefined answer, you won’t be able to restore it. The only option is to Create a new predefined answer.

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Predefined answers groups

Predefined answer groups are used for grouping the Predefined answers connected to one team or topic (one feedback type) for a more effective search while using it.

Example: We create three answers for positive feedback and group them into one group named “Positive answers”. Another three answers are connected to negative feedback, and another six will be used just for a specific team (Call Centre, for example). When positive feedback comes in, you can simply visit the “Positive answers” group and choose the correct answer without browsing through all twelve answers created. 

To create a new group, there needs to be at least one Predefined answer created.

You can start setting up the Predefined answer groups by visiting the “Predefined answers” section in Settings and clicking the “+ Create group” button.

A new window pops up, where you name the group first. The name usually represents the campaign the answers are connected to (name of the team, structure entity, product, etc.) and the type of feedback (positive/neutral/negative).

Since every group needs at least one answer, you can add them by clicking the “+Add answer” option. A new window opens where you select relevant answers by checking the checkbox next to their name.

Confirm your selection using the “Add” button and save your new group.

You can easily check the predefined answer’s text after adding it to the group by clicking on the answer name. A new window will pop up where you can even change the answer text and its language variations.

Check out the Predefined answer groups adjustments if you need to adjust anything within a created group.

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Predefined answers group adjustments

When it comes to changes within Predefined answer groups, you can do the following:

Renaming the group

By clicking on the row where the group is placed and replacing the original name with a new one in the “Group name” input field. Don’t forget to confirm the change via the “Save” button.

Deleting the group

1. By clicking on the “context menu (three dots)” placed at the end of the row of the group that you want to delete and choosing the “Delete” option.

2. By checking the check box placed at the beginning of the row of the group that you want to delete and choosing the option “Delete” from the “Actions” dropdown.

💡 This option is better when you want to delete more than one group at once.

3. By clicking on the row where the group is placed and choosing the “Delete” option in the “context menu (three dots)” situated in the top right corner.

⚠️ Please note predefined answers used in the group won’t be deleted if you delete the group only.

Moving answers within groups

By clicking on the row where the group you need to make the changes to is placed. Select the answers you’d like to move by checking the checkbox next to their name and select “Add to another group” in the “Action” dropdown.

You’ll be asked to choose a different group (which needs to be created already) while moving the answers.

Adding answers to the group

You have several options here:

1. By clicking on the row where the group you need to make the changes to is placed and choosing the “+Add answer” option.

2. By clicking on the “context menu (three dots)” placed at the end of the row of the answer you want to add and choose the “Add to group” option.

3. By checking the check box placed at the beginning of the row of the answer you want to add and choosing the option “Add to group” from the “Actions” dropdown.

💡 This option is better when you’d like to add more than one answer at once.

4. By clicking on the row where the answer is placed and choosing the “Add to group” option in the “context menu (three dots)” situated in the top right corner.

Removing answers from the group

You have several options here:

1. By clicking on the row where the group you need to make the changes to is placed. Check the checkboxes next to the answers that need to be removed and select the option “Remove selected” from the “Action” dropdown.

2. By clicking on the row where the group you need to make the changes to is placed and choosing the option “Remove from group” from the “context menu (three dots)” in the row where the answer is placed.

3. By clicking on the “context menu (three dots)” placed at the end of the row of the answer you want to remove and choosing the “Remove from group” option.

4. By checking the check box placed at the beginning of the row of the answer that you want to remove and choosing the option “Remove from group” from the “Actions” dropdown. This option is better when you want to remove more than one answer at once.

5. By clicking on the row where the answer is placed and choosing the “Remove from group” option in the “context menu (three dots)” situated in the top right corner.

You’ll always be asked if you are sure about this action, and after your confirmation, the answer(s) will be removed successfully.