Canned Responses Omnichannel Manager's Guide

Canned responses allow you to save message snippets that you can call with shortcuts (preceded with !) to communicate a quick note to your visitors in Omnichannel and for messaging in regular conversations inside your Rocket.Chat's workspace.

If you are using canned responses for the first time, please check the Rocket.Chat Admin's guide for canned responses or contact your workspace Administrator to enable canned responses on your workspace.

To create a new canned response on your workspace:

  1. Go to Omnichannel:

2. Click Canned responses and hit Create Your First Canned Response:

Your new canned response screen is shown below:

Shortcut

Please set a Shortcut for your new canned response, as shown below:

Message

Enter your message using any placeholders you want, as shown below:

You can also preview the message at any time during the creation process:

Tags

You can set tags for your canned response if you want, as shown below:

Canned responses tags help agents find canned responses specific to a particular topic.

Sharing

You can share your canned response according to your need.

  1. Public: Anyone across your workspace can access your canned response.

2. Department: Anyone in the selected department can access your canned response.

3. Private: Only you and Omnichannel managers can access your canned response.

Please hit Save. Your new canned response is ready to be used in omnichannel conversations now, as shown below:

Filtering Canned Responses:

You can filter canned responses by:

  1. Search: You can filter by shortcut or message text.

2. Sharing: You can filter by sharing.

3. Created By: You can filter by name of the user who created the canned responses.

Hit Save. Your new canned response is saved and ready to be used: