Canned Responses

Create common reply messages using canned responses

Canned Responses are pre-created reply templates used to quickly respond to conversations. To save time and increase productivity, you can use prefabricated responses to store answers to commonly requested queries. While chatting, an agent can use premade responses by typing,/ followed by the shortcode.

Use a canned response in a conversation

All agents on the account have access to all canned responses. In the text editor below, type / followed by the shortcode to access canned responses when chatting with a customer. This will highlight the canned response with the shortcode. Once you press the Enter key, the editor will be updated with your response.

Add a new canned response​

A canned response can be created or modified by any agent or admin in the account. By selecting Settings -> Canned Responses from the sidebar, you can access the canned answer settings and add a new canned response. Canned responses are not by default 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.

The fields shown in the modal are described below.

Field Name	Description
Short Code	Enter a short code - minimum length of 2 characters. Shortcode is unique. You cannot create a canned response with the same shortcode twice in the account.
Content	Type in the message you want to send when the shortcode is entered on the chat.

Once you enter the details, click on the Submit button. If the request is successful, a message "Canned Response added successfully" will be displayed.

Note: Canned responses are created by an agent is available to all agents/administrators in the account.

Modify a canned response​

Open the canned response list by going to Settings -> Canned Responses to update a canned response. You can access all of your account's canned responses there.

The edit button, which is displayed below, should be clicked to bring up a modal with prefilled data.

Both the message and the shortcode are editable. In order to save the changes, click Submit. If you want to undo the changes, click Cancel.

To delete a canned response, click on the delete button as shown below. A confirmation modal will be displayed. Click on Yes, delete to continue with the deletion.

Note: The canned response supports the template variables. See this guide to learn more about adding template variables.