When an operator accepts a chat in SMA-SM they should have the ability to respond with a standard template so that they do not have to write up the same text every time. This is standard to many other chats.
Operator accepts chat in SMA-SM.
Operator selects a template.
Text is posted automatically:
Hi (end user). My name is (operator). What can i help you with today.
Templates may also be selected based on known errors or problems.