Introduction:


Canned responses are predefined phrases that the agent can sent to visitors during the chat. By using canned responses the agent saves time and ensures consistency.

All canned responses are grouped by subjects (sets). Before creating a canned response you need to create the set to which the canned response will belong. You can also add a sub level to each of the sets. This will allow you to better manage the canned responses within the set.


Note:  If you implemented visitor profiles in your account, assign the relevant sets of canned responses to each of the visitor profiles.

Instructions:


To create a new set of canned responses:
  1. From the Admin Console click Content Management > Chat > Canned Responses
    The Canned Responses Set page is displayed, showing a list of all the canned response (organized by sets)
  2. Click New Canned Responses Set
  3. Enter a name of the set into the Set Name filed
  4. Click Update.

To add a sub level to a set of canned responses:
  1. From the Admin Console click Content Management > Chat > Canned Responses
    The Canned Responses Set page is displayed, showing a list of all the canned response
  2. Click on the name of the set to which you want to add the sub level
    An options window is displayed 
  3. Click Add Menu
  4. Enter the name of the sub level into the Name field
  5. Click OK
 To create a new canned response:
  1. From the Admin Console click Content Management > Chat > Canned Responses
    The Canned Responses Set page is displayed, showing a list of all the canned response
  2. Click the name of a set to which you want to add the canned response.
    A tree that organizes all the canned responses is displayed
  3. Click again the name of the set, or the name of the sub level, to which you want to add the canned response
  4.  An options window is displayed 
  5. Click on Add Entry
  6. Enter the title of the canned response into the Name field
  7. Enter the text of the response into the Response Text field 
  8. If the message contains HTML, check the Canned response format is HTML box.
  9. Optionally:  Create a shortcut combination for this response (for example, Ctrl+Shift X):
    1. Enter one character into the Key field
    2. Check the check-box near the modifiers that you want to be part of the shortcut
      The combination of the character , which you entered into the Key field, and the selected modifiers will serve as a shortcut combination to this canned response. 
      By pressing on this combination during the chat, the agent  will paste the response into the chat window. 
  10. Click OK

To modify an existing canned response:
  1. From the Admin Console click Content Management > Chat > Canned Responses
    The Canned Responses Set page is displayed, showing a list of all the canned response 
  2. Click the name of a set to which the canned response belongs
    A tree that organizes all the canned responses is displayed
  3. Click  the canned response that you want to modify
    The canned response window is displayed.
  4. Modify the response:
    • If you want to change the text of the response, enter the new text into the Response Text field
    • If you want to change the title of the canned response, enter the new title into the Name field
    • If you want to modify the shortcut, enter a new character into the Key field or/and check the relevant modifiers.
  5. Click OK

To delete a canned response:
  1. From the Admin Console click Content Management > Chat > Canned Responses
    The Canned Responses Set page is displayed, showing a list of all the canned response 
  2. Click the name of a set to which the canned response belongs
    A tree that organizes all the canned responses is displayed
  3. Click  the canned response that you want to modify
    The canned response window is displayed.
  4. Click Delete
    A pop up message appears asking if this is OK to delete the selected canned response 
  5. Click OK