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How to create and use canned responses?

In this article, you will learn the following information:

Pre-prepared responses allow you to save frequently sent messages as templates. When you need to use a saved response during a conversation, you can access it by typing / and a short code.

You can use canned responses for frequently asked questions, which helps reduce agent response time and increase productivity. All pre-made responses are available to all agents within the account.

 

 

How to create a canned response? 

 

Any agent or administrator in the account can create and edit pre-prepared responses. To do this, select Settings → Canned Responses → Add canned response from the side menu. By default, there are no saved responses in the account.

 

 

A window will open where you should fill in the following fields:

  • Short code: Enter a short word or abbreviation that is easy to remember for later use. The minimum length is 2 characters. Each command must be unique.
  • Message: Enter the message you want to save as a template.

After entering the data, click the Submit button.

 

 

 

How to edit or delete a canned response?

 

Open your responses list via Settings → Canned Responses. Find the desired response and click the edit button (pencil icon) to modify it, or click delete to remove it.

 

 

If you edit a response, a window with pre-filled information will open. You can change both the command and the message. After making changes, click Submit to save.

 

 

 

How to use canned responses in a conversation?

 

To access canned responses during communication with a client, type / in the response field. A list of all saved responses will appear. You can select the needed one from the list or simply enter the short code if you remember it. After that, press Enter, and the editor will automatically fill in with the selected response.