How can a predefined answer be inserted into a chat session or an e-mail?

To insert a predefined answer in an e-mail or chat session, you must click on the icon next to the clip of attached documents, above the input field of the e-mail or chat.

When you click on the icon you will be shown the list of predefined answers. If you choose a language, all the answers loaded in that language will be displayed. 

You can include a predefined answer in any language, even if it is not the visitor’s language (providing the answer has previously been loaded in that language).