Comment on page
Canned Responses
Canned responses, also known as predefined responses or templated responses, are pre-written messages that can be quickly used to respond to common questions, issues, or inquiries in Omnichannel conversations or general messaging within your Rocket.Chat workspace. To use a canned response, type the shortcut (preceded with
!) in the message box.As a Rocket.Chat workspace admin, you can enable and disable Canned Responses on your server.
To enable canned responses on your workspace,
- Go to Administration > Workspace > Settings > Omnichannel > Canned Responses
- Activate the toggle to enable and Save Changes
- When Canned Responses is enabled, it'll be available to users with the corresponding
canned-responsespermission. - To enable Canned Responses for the first time, Omnichannel needs to be enabled first.
- Canned Responses can be used only in the normal workspace when Omnichannel is disabled.
Go to Administration > Workspace > Permissions and search for
canned-response, you can now define which user roles should be able to view, create, and delete canned responses in your workspace.Each canned response has a scope and there are three scope levels for creating canned responses:
- User-level: These canned responses are created by agents for their use. It won't be visible to any other user. This requires the
save-canned-responsespermission. - Department level: These canned responses are created by department managers and are accessible to the agents who belong to that department. It requires the
save-department-canned-responsespermission. - Global level: These canned responses are created by managers to be used globally in your workspace. Anyone can access them and it requires the
save-all-canned-responsespermission.
To create a new canned response for your workspace, visit Canned Responses Omnichannel Managers Guide.
See the guides below to learn more about how to use canned response:
Last modified 1mo ago