Creating Quick Replies

The Quick Responses module allows the administrator to pre-configure a set of responses and information that dispatchers and field specialists can use to streamline the day-to-day operation of work orders. Creating Quick Replies

1. To create Quick Replies, go to the AFLS configuration console, in the Configuration from the main menu, select the Quick Answers. In the information view, select the New and in the Detail View you can define the following fields:

• Quick Response Name
• Services to which the response will apply
• Response Type (Description or Note)
• Description of the answer
• Status (Active or Inactive)

The administrator will be able to use two types of quick responses:

• Description: A broad description of the situation. Only the dispatcher can use it.

⚐ Note: brief description of the situation. It can be used by the dispatcher, the monitor, and the specialist.

⚐ Note: It is useful to use data tokens: for example, the order number. A response could be “Dear user, your order 36 is about to be served.” (See the next section: Mail templates.)

2. To perform a Quick Response query, you can search for these records in the detail view by filtering the cards listed in the application by the name and description of the Quick Response.

3. To edit a quick reply, in the detail view, select a record of the created replies and select the Edit icon to modify the required information.

4. To delete a quick reply, in the detail view select a record from the list of created replies and select the icon to delete the associated information.

5. When you’re done setting up Quick Replies, click Save in the Detail View of the AFLS Configuration Console, to confirm the changes made.

The administrator type user is the one who creates or records a predefined text and defines the conditions under which the text can be applied to respond to a note on a work order.

Using Quick Responses in Work Orders

In the operation, the specialist will be able to visualize in the work orders the quick responses that apply to the service that has been assigned, and will be able to use them to speed up the management of the order.

Dispatchers and field specialists may do the following:

• Visualize in the first instance the quick replies that are used most frequently.
• Use multiple quick replies at once.
• Use Quick Replies on your mobile console while in “Offline” mode.
• Remove a quick reply from the list.

When you select a quick answer within the control, it appears, replacing the tokens with the values of the case.