Standard Responses Function Operation Manual
This article explains how to configure, test, publish, and manage “Standard Responses” in 3Chat Agent to provide consistent and professional standardized replies for common or high-priority issues.
1. Function Overview
The Standard Responses function is designed to help you configure dedicated replies for common or high-priority issues. With this feature, you can quickly add reusable answers to 3Chat Agent, supporting multiple languages, rich text formats, and images. Once configured, the Agent will automatically trigger the Standard Responses to provide accurate responses when specific conditions are met, improving communication efficiency and user experience.
2. Quick Operation Guide
2.1 Accessing the Function Page
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Log in to the 3Chat Agent admin backend.
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In the navigation bar, go to Knowledge Base → Standard Responses to enter the Standard Responses Management page.
2.2 Creating a New Script
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If no Standard Responses have been configured yet, the script list will be empty. Click the Add button to enter the new script content page.
2.3Adding Script Content
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Script Title: Must be unique, and it is recommended to be concise for easy identification.
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Common Questions: You can input one or more common questions from users to trigger this script.
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After entering the first common question, an empty input field will automatically appear for you to add more questions.
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Reply Text: Supports rich text editing (text titles, bold, color, lists, etc.), and you can write text content or insert images.
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Length Limit: 2000 characters.
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Once the content is complete, click Save to proceed with testing.
- If you click Cancel without saving, all content will not be stored.
2.4 Real-Time Testing
After filling in the common questions and reply text, and saving them, you can test the script by entering a question in the right-side test window to verify if it matches the script or other real-time answers.
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Click Test to check if the input question matches the script.
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Click Reset to clear the test input and start over.
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Successful match: “The current question matches your reply” (in green).
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Failed match: “The current question does not match your reply” (in red).
2.5Save and Publish
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Cancel: Discards the edit and returns to the script list page.
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Save: Saves the new script to the Standard Responses list, but it won’t be applied immediately.
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Publish: Officially applies the script to the Agent’s real-time conversations.
Note: Unpublished scripts will not take effect in actual conversations; once published, they can be triggered and used.
2.6 List Management
2.6.1 Single Edit and Delete
2.6.6 Add Custom View
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When there are many Standard Responses, click the 「+」 at the top of the list to add views, making it easier to manage and display in groups.
3. Frequently Asked Questions (FAQ)
Q1: Why can’t the script title be duplicated?
A: The title is used to uniquely identify the script, avoiding confusion during triggering or management.
Q2: Can I set multiple different answers for one question?
A: It supports maintaining multiple common questions for the same issue, but it is recommended to manage them within the same script to ensure consistency in responses.
Q3: Will unpublished scripts take effect in actual conversations?
A: No. Only published scripts will take effect in the Agent’s actual conversations.
4. Conclusion
The Standard Responses function helps you efficiently accumulate the best answers for common issues, making the Agent more professional and consistent in communication with customers.
We recommend continuously accumulating and optimizing the script library based on business needs, which will significantly improve customer experience and service efficiency.