Canned Responses Omnichannel Manager's Guide
If you are using canned responses for the first time, see the Rocket.Chat admin's guide for canned responses or contact your workspace administrator to enable canned responses on your workspace.
Create Canned Responses
To create a Canned Response,
Go to Administration > Omnichannel > Canned Responses. A list of Canned Responses in the workspace is displayed.
Click on + New
Update the required information and Hit Save. A new Canned Response is ready to be used by typing
!
in the message box.Shortcut: The shortcut of your new canned response.
Message: Enter your message snippet. You can use any available placeholders to personalize your message. You can also preview the message anytime by switching between the
Editor
andPreview
tab. The available placeholders include:{{contact.name}}
,{{contact.email}}
,{{contact.phone}}
,{{agent.name}}
,{{agent.email}}
.Tags: Set the tags for your canned response. This helps agents find canned responses specific to a particular topic
Sharing: Set the usage scope of your Canned Response.
Public: Anyone across your workspace can access your canned response.
Department: Anyone in the selected department can access your canned response.
Private: Only you and Omnichannel managers can access your canned response.
Visit the Canned Response Permission guide to learn about the permissions required to create canned responses.
Create canned response from within a chatroom
You can create a canned response on the go from within a conversation.
To create a canned response in a conversation,
Click on Create and fill in the required details as specified above.
Filtering Canned Responses
You can filter canned responses from the main page by:
Search: Searching the Canned Message shortcut or message text.
Sharing: You can filter by sharing.
Created By: You can filter by name of the user who created the canned responses.
To learn more about how agents can use canned responses, see the agent guide.
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