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.

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.