Using Canned Responses in Support Chats

Canned responses are a pre-written set of response templates or messages designed for frequently asked questions in support chats. Support agents can create their own canned responses or choose from existing ones to improve efficiency and ensure consistent communication.

Using a Canned Response in a Chat Reply

To use an existing canned response while replying to a chat, follow the given steps:

1. Open the 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 to add the canned response in the message.
     
     
     
     
     
     
     
     
     
     

Using Shortcuts to Insert Canned Responses

You can also use shortcuts to insert canned responses quickly:

1. In the reply input box, type # to display the list of available canned responses.
2. Browse the list, or enter #name to search for a canned response by shortcut.
3. Click the Eye icon next to it to preview the response.
4. Review the message to ensure it’s appropriate for the conversation.
5. Click Insert to add it to the chat, or Cancel to close the preview without inserting.
   
   
   
   
   

Creating a New Canned Response

To create or manage canned responses:

1. Open any chat.

2. Click the Use Canned Response icon.

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

   
   
   

4. On the Canned Responses page, you can:

   • Create new responses
   • Edit existing ones
   • Export or delete responses

   For more details, refer to the article on Managing Chat Canned Responses in BoldDesk.

Frequently Asked Questions (FAQs)

Q1. Can all agents access all canned responses?
Access depends on permissions and access scope (Public, Team, or Private).

Q2. Can I preview a canned response before inserting it?
Yes. Click on a canned response or the Eye icon to preview.

Q3. Are shortcuts mandatory?
No, shortcuts are optional but improve speed and retrieval accuracy.

Q4. Can canned responses be edited after creation?
Yes. You can edit titles, shortcuts, categories, and message content anytime.

Q5. How do canned responses improve support quality?
They standardize messaging, reduce errors, and help agents reply faster.

Related Articles

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