Manage Canned Responses

Canned Responses (also known as predefined or template responses) are pre-written message snippets that agents can quickly use to reply common inquiries or address standard issues in Omnichannel conversations.

To use a canned response, type the shortcut (preceded by an exclamation mark, !) into the message box.

Configure canned responses

As a workspace administrator, you can control the availability and access levels for canned responses in your workspace.

Enable canned responses

Before users can create or use canned responses in your workspace, the feature must be enabled globally:

1. Go to Manage > Workspace > Settings > Omnichannel > Canned Responses.

2. Toggle on Enable Canned Responses.

3. Click Save changes.

Manage canned responses permissions

Each canned response has a scope and corresponding permissions that define who can create them.

To manage permissions for canned responses:

1. Go to Manage > Workspace > Permissions.

2. Search for Canned Response .

3. Assign the following permissions to roles as needed:

   Permission	Description
   Save Canned Responses	This the basic permission required for every user to create any type of canned response. Users with this permission alone can solely create private canned responses.
   Save Department Canned Responses	Users with this permission can create department level canned responses for thier 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.

Access Canned Responses

To view and manage canned responses:

1. Go to Manage > Omnichannel > Canned Responses.

2. Review the list of available canned responses in your workspace.

3. Use the search and filter options to locate specific responses. You can filter the responses by:

   1. Sharing: The access level of the canned response - public, deparment or private.

   2. Created By: The user who created the canned response.

Create Canned Responses

After the workspace admin has configured canned responses, users can now create and use canned responses based on their permissions. You can create cannned responses either through the Omnichannel settings or directly within a chat session.

Method 1: Via Omnichannel settings

1. Go to Manage > Omnichannel > Canned Responses.

2. Click Create Canned Response.

3. Fill in the following fields:

   Field	Description
   Shortcut	The unique shortcut for the canned response.
   Message	The message content. You can use any available placeholders to personalize your message.  The available placeholders include: {{contact.name}}, {{contact.email}}, {{contact.phone}}, {{agent.name}}, {{agent.email}}. You can also preview the message anytime by switching between the Editor and Preview tab. Canned response example message 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.
   Tags	Select keywords from existing tags that help agents find canned responses for specific topics.
   Sharing	Defines who can access and use this canned response. The options are: Public: Accessible to anyone across the entire workspace. Department: Accessible only to users within the selected department. Private: Accessible only to the creator and managers.

4. Click Save Changes.

Method 2: From a chat room

1. In an active Omnichannel conversation, click the Canned Responses icon from the toolbar.

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

3. Click Save Changes.

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