Use Canned Response in Chat

Canned responses are a pre-written set of response templates or messages for the frequently asked questions in the support chats. Agents can create/use the canned responses

Use a canned response in the chat reply

For using an existing canned response while replying to a chat, follow the given steps:

1. Open a chat where you want to send the canned response.
2. Search and select a canned response:

• Click the Use Canned Response icon as shown in the following image. The dialog box appears.

• Search by title or shortcut, or select a canned response from the available list.

• You can preview a canned response template by clicking on the response.
• Click Insert for inserting the canned response in the message.

Using Shortcuts for Canned Responses

1. In the reply box, type # to bring up a dropdown list of available canned responses.
2. You can also type # followed by the saved shortcut name to filter and select the specific response more quickly.

3. Click the desired response to insert it into your message.

Creating a new canned response

1. Open any chat.

2. Click the Use Canned Response icon as shown in the below image. The dialog box appears.
   

   

3. Select the Manage option for creating/managing new responses. Alternatively, you can open this URL to open the Manage Canned Response page – /agent/admin/chat/canned-responses

4. After clicking the Manage option, the Canned Responses page appears. Here, you can create/export/edit/delete the canned responses.