CISCO UNIFIED CONTACT CENTER EXPRESS - ANSWERING TEMPLATES

[alicia.vega]

It is possible in Cisco Unified Contact Center Express 8.5, Premium, to configure some templates for mail / SMS / chat answers, so all agents can serve customers in a predefined style?

[anubhati]

If you are referring CAD Agent EMails you can check the section "configuring Templates" in the link below

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http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

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Regarding chat - Agents can communicate only with team members , supervisors and SME (if presence is enabled). The closest what you can have for the template  is "

Predefined High-Priority Chat Message"  which can be checked on page 57

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http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf

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Hope this helps

Regards

Anuj