Canned Reply

Canned replies shorten your response time while keeping your responses personalized.

Overview

Dealing with the same questions over and over again can be time-consuming. This is where canned replies can really help.
Canned replies shorten your response time while keeping your responses personalized.

Create Canned Replies Category

  1. Go to Settings.

    Click on the symbol in the agent dashboard.

  2. Click General SettingsCanned Replies. Click here.
  3. Clik on All canned replies > + New category.
  4. In the Category text box, type a name for your category.
  5. Click Save.
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Create Canned Reply

  1. Go to Settings.

    Click on the symbol in the agent dashboard.

  2. Click General SettingsCanned Replies. Click here.
  3. Click on .
  4. In the Short name text box, type a name for your canned reply.
  5. From the Language drop down, click on the language of the canned reply.
  6. From the Catagory drop down, click on the desired catagory for the canned reply.
  7. In the Message body text box, type your canned reply.
  8. From the Tags drop down, click on the desired tags.
  9. Click Save.

Add Dynamic Parameter

Where you want a Dynamic Parameter surround your variable name in double curly brackets i.e. {{Parameter_Name}}.

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When an agent chooses to send a Canned Response with Dynamic Parameters, the following window will appear:

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Edit Canned Reply

  1. Go to Settings.

    Click on the symbol in the agent dashboard.

  2. Click General SettingsCanned Replies. Click here.
  3. Select existing Canned Reply from the list.
  4. Make any changes you desire.
  5. Click Save.

Suggest a Message as a Canned Reply

  1. Click on the message menue.
  2. Click Add to canned replies.
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  1. In the Short name text box, type name for the message.
  2. Eddit the message on the text box.
  3. If desiered click on the desired options in Language \ Category \ Tags.
  4. Click Save.
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Manege Sugestions

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Note:

Suggestions made by admin users will automatically be approved and appear in the Canned replies section.

  1. Go to Settings.

    Click on the symbol in the agent dashboard.

  2. Click General SettingsCanned RepliesSuggestions. Click here.
  3. Click on the desired language from the drop down.
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  1. Click on the name of the suggestion you want to approve.
  2. Make any changes you want and click Save to approve or Delete to reject.
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