Creating common reply templates with Canned Responses

"Canned response" is a term used in customer service and communication to refer to pre-written, standardized messages or responses that can be used to quickly and efficiently address common inquiries or issues.

These pre-written responses can range from simple, one-line replies to complex, multi-paragraph explanations, depending on the needs of the situation and the available resources.

The use of canned responses can help companies save time and resources by reducing the need for manual responses to common questions and issues. It can also ensure that customers receive consistent and accurate information, regardless of who is handling the inquiry. Additionally, canned responses can be customized and tailored to specific situations, allowing companies to provide personalized and effective support to their customers.

Adding Canned responses

1. Go to Omnichannel > Chat Settings

   

2. Go to Canned Responses > Click Create Canned Response

   

3. Enter Title, Shortcut word, Content > Click Set Canned Response

   

4. Click Save Chat Settings

   

5. The canned response has been saved.

Using canned responses

1. Go to conversation > Click canned response icon

   

2. Select the canned response which you want to send

   

3. The canned response will be added to your message area in just 1 click. All you need to click the send button