Canned Responses are saved reply templates that are used to send out a reply to a conversation quickly. You can use canned responses to save replies to frequently asked questions, which will help reduce an agent’s response time and productivity. An agent can access canned responses while chatting by typing / followed by the shortcode.
Use a canned response in a conversation #
All canned responses are available for all agents in the account. To access canned responses while you chat with a customer, enter / followed by the shortcode in the text editor shown below, which will highlight the canned response with the shortcode. Then, press Enter key, and it will update the editor with the reply.
Add New Canned Response #
Any agent/admin in the account can create/modify a canned response. To add a new canned response, navigate to the canned response settings by clicking on Settings -> Canned Responses from the sidebar. By default, there are no canned responses available in the account.
Click on Add Canned Response button available on the top right corner of the page, which will open a modal as shown below.