Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Standard Reply Responses

The Standard Reply Responses folder stores e-mail message "templates" that agents use frequently. They can be attached as auto responses or used for creating new e-mail messages. See the lessons Create Auto Responders & Create or Edit Messages for more info.

Creating a Response


In the Workspace screen, expand the [Shared Items] node, click on [Standard Responses] folder, then right click anywhere in the right hand pane and select [New...].


Type in the contents for this new response, then click on [Save] to store the response in the [Standard Responses] folder. Make use of placeholders to automatically attach details such as the recipient's or sender's names and addresses. Go to the lesson Placeholders to learn about all the placeholders that are available in FocalScope.

Change Responses at Hand


Successfully created responses will be listed in the right pane of the [Standard Responses] folder. You may assign/unassign precedence to frequently used messages, by right clicking said messages and selecting [Change At Hand] This will cause the message(s) to appear at the top of the list, making them easily accessible when creating messages.


Responses at hand will show a "Tick" in the [At Hand] Column. Multiple messages can be tagged as "At Hand".


Responses set to [At Hand] are given priority and appear at the top of the responses dropdown list, when creating new messages.

Access Standard Responses

The Standard Response library, allows users to store all templates of e-mails or responses commonly used to reply to e-mails. Thing of a information request message or a generic thank you. The [Standard responses] folders can be located under the [Shared Items] node (in the Workspace screen) as well as among an agent's personal folders. Standard Responses can also be used as Auto Responders for ticketboxes, please view the lesson Create Auto Responders to learn more.

Shared Standard Responses


In the Workspace screen expand the [Shared Items] node and click on the [Standard Responses] folder.

By default, this is where all the standard responses are stored for sharing with users who have permission to view this particular folder.

Personal Standard Responses

The "personal" standard responses folder can only be viewed by the agent or a supervisor who has the agent's folders set-up for agent views. This folder is not enabled by default. Follow the steps below to create a personal standard response folder for individualized standard responses.


On the left pane, right click on your personal folder, then select [New...]. The "Folder Properties" window will appear.

  1. Enter a name for the standard responses folder.
  2. Select the folder type "Standard Responses" from the dropdown box for the [Type:] field. Furthermore under the "Messaging configuration parameters", you can customize additional options for the folder.
  3. Click [Ok] once you are finished with your configuration.


The standard responses folder called "My Responses" has now been created among the agent's personal folders. Go to the lesson Manage Standard Responses to learn how to create or edit individual responses for your standard responses folder.

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