Agent personalization of quick replies
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Sep 1, 2020 |
- |
Oct 1, 2020 |
Business value
Agents spend a considerable amount of time interacting with customers and aim to deliver a quality and timely engagement to their customers. Quick replies help agents store commonly used replies and phrases to ensure fast responses to customers. While businesses can provide a robust library of replies to ensure consistency of response and service delivery, the ability for the agents to personalize their service delivery to represent their identity is important.
Feature details
This feature enables agents to customize the preconfigured quick replies to represent their style and easily address communication scenarios in a manner that is common and personal to them.