Canned Responses

Canned responses, also known as predefined responses or template 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.

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 Create canned response.

• Enter the following information:

  • 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 and Preview 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.

• Click Save.

A new canned response is ready to be used by typing ! in the message box.

See the Canned Response Permission guide to learn about the permissions required to create canned responses.

Canned response example

The following snippet shows an example of a canned response:

Hi {{contact.name}},

My name is {{agent.name}} from the special service team. How can I help you today? Our products are back in stock and eagerly waiting to be part of your collection. You can claim your treasure on our website or at your nearest store.

Got any more questions? I am here to guide you on this shopping journey.

Create canned response from within a chat room

You can create a canned response on the go from within a conversation.

To create a canned response in a conversation,

• Click on the Canned Responses icon.

• Click Create and fill in the required details as specified above.

Filter canned responses

You can filter canned responses from the main page by:

1. Search: Searching the Canned Message shortcut or message text.

2. Sharing: You can filter by sharing.

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

To learn more about how agents can use canned responses, see the agent guide.