Canned Responses
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    Canned Responses

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    Article summary

    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.

    Canned responses admin's guide

    As a Rocket.Chat workspace admin, you can enable and disable canned responses on your workspace.

    Enable canned responses

    To enable canned responses in your workspace,

    • Go to Administration > Workspace > Settings > Omnichannel > Canned Responses.

    • Enable canned responses and save the change.

    • When Canned Responses is enabled, it'll be available to users with the corresponding canned-responses permission.

    • 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.

    Canned responses permissions

    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 permissions for creating canned responses:

    • save-canned-responses: Users with this permission alone can solely create private canned responses. It is assigned to agents by default, who can create or access one from any Omnichannel room.

    save-canned-responses is the basic permission required for every user to create any type of canned response.

    • save-department-canned-responses: Users with this permission can create canned responses for departments.

    • save-all-canned-responses: Users with this permission can create public, private, and departmental canned responses. It's assigned to managers and workspace administrators by default.

    To create a new canned response for your workspace, see Canned Responses Omnichannel Managers Guide.

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