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 a Canned Reply

1. Go to Settings.

   Click on the symbol in the agent dashboard.

2. Click General Settings → Canned 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 Category drop-down, click on the desired category 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. From the drop-down, select either to keep the canned reply Public or Hidden.
10. Click Save.

Create Canned Replies Category

1. Go to Settings.

   Click on the symbol in the agent dashboard.

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

Add Dynamic Parameter

Where you want a Dynamic Parameter, surround your variable name in double curly brackets, i.e., {{Parameter_Name}} or select your desired parameter from the drop-down.

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

Edit Canned Reply

1. Go to Settings.

   Click on the symbol in the agent dashboard.

2. Click General Settings → Canned 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 menu.
2. Click Add to canned replies.
3. In the Short name text box, type a name for the message.
4. Edit the message on the text box.
5. Click on the desired options in Language \ Category \ Tags.
6. Click Save.

Manage Suggestions

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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 Settings → Canned Replies → Suggestions. Click here.
3. Click on the desired language from the drop-down.

4. Click on the name of the suggestion you want to approve.
5. Make any desired changes and click Save to approve or Delete to reject.