The Canned Responses are either not visible/enabled within the Agent Console or the list of canned responses appears empty.

Agents in different skills may see different sets of canned responses, depending on the configuration of your Visitor Profiles. If the affected agents can see some sets of canned responses and not others, please review the skill sets of the agents and the canned response sets assigned to the skills in the Visitor Profiles area of the Admin Console.

Possible cause:

There are two possible causes:
  • You are not in an active chat session or do not have permissions to view the canned responses.
  • The canned responses were not copied correctly to your workstation.


To resolve the issue:
  1. Verify that you have permissions to view the canned responses.
    This is configured from the Admin Console under User Setup > Permissions. Select the permission group that the affected agent belongs to and scroll down to Canned Responses in the Specific Permissions section. The View option should be checked for this permission.

    NOTEAccess to the Admin Console and the permission setups may be privileged. If you do not have access, please contact the LivePerson account administrator within your organization.

  2. Ensure that you are in an active chat session. Canned responses are only displayed during an active chat session with a visitor.

  3. A local copy of the canned responses is downloaded at login and then saved on your computer. Deleting this canned response file can resolve issues if the responses were not copied correctly to your workstation.
    Ensure that you have both read and write access to the following file (the file's location depends on your Windows version):

    The folders Application Data (in Windows XP) and AppData (in Windows Vista and Windows 7) are hidden by default. If you cannot locate the relevant folder, please consult your IT department.  

     For Agent Console version 8.X users
    TOOLTIPWindows XP Users
    C:\Documents and Settings\All Users\Application Data\HumanClick\LivePerson\canned.dat
    TOOLTIP Windows Vista Users
    TOOLTIPWindows 7/8 Users
    C:\ProgramData\HumanClick\LivePerson\Canned\<Site ID>\canned.dat
     For Agent Console version 9.X users

    TOOLTIPWindows XP Users
    C:\Documents and Settings\%username%\Local Settings\Application Data\LivePerson\revData\1\<Site ID>
    TOOLTIPWindows Vista Users
    C:\Users\%username%\AppData\Local\LivePerson\revData\1\<Site ID>
    TOOLTIPWindows 7/8  Users
    C:\Users\%username%\AppData\Local\LivePerson\revData\1\<Site ID>
    Mac OS

  4. Exit your LivePerson Agent Console (using File > Exit) and delete the file.
  5. Restart your application once again. The canned responses are downloaded and copied to a new file on your workstation.

  • In Mac OS, delete all the files in the folder.
  • Please refer to your local network administrator if you are not the administrator of your PC.