✍️Canned Responses

Canned Responses

Canned Responses list

Canned responses - saved response templates that are used to provide a quick response by an agent in a dialog.

The Canned Response list page shows their settings and the number of times they have been used by users in the last 30 days.

Create/Edit a Canned response

1. Shortcode - a short name of a canned response. At least 2 characters, unique value.

2. Library - a folder where a canned response is located. It is used to organize Canned responses.

3. Content - a text of the message/file to be sent to a customer.

Libraries

Libraries list

Library - a folder that you use to organize your Canned responses and make them easy to find. You can also use libraries to hide unnecessary Canned responses included in them or manage access rights for Canned responses - Private or Public.

The Libraries list page displays their settings and the option to hide/show Canned responses included in a Library when communicating with customers.

Create/Edit a Library

1. Library name

2. Visibility - availability of a library for other users:

   1. Private - only a user who created it has access to a library;

   2. Public - available publicly for all users in this account.