Canned responses are pre-written message templates designed for frequently asked questions in live chat interactions. Agents can create and use canned responses to provide quick and consistent replies during chat conversations. The canned response page displays a list of all available responses, along with details such as the owner, access scope, and usage count.

Adding a Chat Canned Response

To add a chat canned response, follow these steps:

1. Navigate to Agent Portal > Admin Module > Chat > Canned Responses.
   
   
   
   
   
2. Click on Add Canned Response to create a new response.
   
   
   
   
   
3. Enter the required Title and Description for the canned response.
4. Enter a Shortcut to quickly insert this response during a chat.
5. Select the Access Scope and Category from the dropdown menu.
6. Click the Add button to save the new chat canned response.
   
   
   
   
   

To use Placeholders in the Description, follow the steps below;

1. Click the Add Canned Response button.
2. In the response editor, place your cursor in the Description field where you want to insert a placeholder.
3. Click the Insert Placeholders option to open the placeholder selection dialog box.
   
   
   
   
   
4. Select and click on the placeholder(s) to insert them at the selected position in the description.
   
   
   
   
   

Editing a Chat Canned Response

To edit a chat canned response, follow these steps:

1. Navigate to Agent Portal > Admin Module > Chat > Canned Responses.
2. Click the Edit icon next to the canned response you want to modify.
   
   
   
   
   
3. Update the required details.
4. Click the Update button to save the changes.
   
   
   
   
   

Changing the Owner of a Chat Canned Response

To change the owner of a chat canned response, follow these steps:

1. Navigate to Agent Portal > Admin Module > Chat > Canned Responses.
2. Click the Kebab icon (More options).
3. Click the Change Owner option to open the owner selection dialog box.
   
   
   
   
   
4. Select the required agent.
5. Click Update to save the new owner.
   
   
   
   
   

Deleting a Chat Canned Response

To delete a chat canned response, follow these steps:

1. Navigate to Agent Portal > Admin Module > Chat > Canned Responses.
2. Click the more options icon.
3. Click the Delete option to open the confirmation dialog box.
   
   
   
   
   
4. Click Yes, Delete to permanently remove the canned response.
   
   
   
   
   

Managing Chat Canned Response Category

Explore the available options to manage your chat canned response category.

Adding a New Category for Chat Canned Responses

To add a new category for chat canned responses, follow these steps:

1. Navigate to Agent Portal > Admin Module > Chat > Canned Responses.
2. Click the Add Category icon.
   
   
   
   
   
3. Enter a name for the category.
4. Click the Add button to create the new category.
   
   
   
   
   

Editing a Chat Canned Response Category

To edit a chat canned response category, follow these steps:

1. Navigate to Agent Portal > Admin Module > Chat > Canned Responses.
2. Click the Edit Category icon next to the category you want to modify.
   
   
   
   
   
3. Enter the new name for the category.
4. Click the Update button to save the changes.
   
   
   
   
   

Deleting a Chat Canned Response Category

To delete a chat canned response category, follow these steps:

1. Navigate to Agent Portal > Admin Module > Chat > Canned Responses.
2. Click the Delete Category icon to open the confirmation dialog box.
   
   
   
   
   
3. Click Yes, Delete to permanently remove the category.
   
   
   
   
   

Searching for a Chat Canned Response

You can search for a chat canned response using the following options:

1. Navigate to Agent Portal > Admin Module > Chat > Canned Responses.

2. Enter the search text in the search box and press the Enter key.
   
   

   
   
   

3. Search for a canned response within a specific category by selecting the desired category from the dropdown menu.
   

   
   
   

Permission

To manage canned responses, agents must have the Manage Canned Response permission enabled.

Troubleshooting

I cannot see the Canned Responses page or cannot manage canned responses

Confirm the agent role includes Manage Canned Response permission.

Placeholders are not replaced during chat usage

• Confirm the placeholder was inserted using Insert Placeholders.
• Confirm the canned response is being used within a live chat conversation where requester and agent context exists.

A category was deleted and responses disappeared

Category deletion permanently deletes all canned responses under that category.

Frequently Asked Questions

1. Can all agents access all canned responses?
   No. Access depends on the Access Scope (for example, Private or Public).

2. What does Access Scope control?
   Access Scope controls who can use or view a canned response. The provided content indicates scope options include Private and Public.

3. Are placeholders mandatory in a canned response?
   No. Placeholders are optional.

4. What values are replaced dynamically when placeholders are used?
   The provided content specifies that the requester name and agent name are replaced dynamically when the canned response is used in chat.

5. Can I manually reorder canned responses in a category?
   No. Manual reordering is not supported; the list is sorted automatically.

6. What happens if I delete a category?
   Deleting a category permanently removes the category and permanently deletes all canned responses under that category.

7. What file format is used when exporting canned responses?
   Exports download as an Excel (.xlsx) file.

8. What permission is required to manage canned responses?
   Agents must have the Manage Canned Response permission enabled.

Related Articles

1. How to Create and Manage Canned Responses in BoldDesk
2. Creating or Using Canned Response or Saved Reply Templates in Ticket