Canned messages for agents

Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, the agent can reuse commonly used responses without having to type them.

Choose the channel for which you want to create or edit a canned message:
- Chat: Channels > Chat > Canned Messages
- Email: Channels > Email > Canned Messages
- Messaging: Channels > Messaging > Canned Messages
Create, edit, or copy a canned message on the Canned Messages page, as follows:
- To create a new message, click Create New
- To edit, click an existing message
- To copy, click the Copy icon next to an existing message

Name and identify the message so agents can find it:

Option	Description
Name	This is never seen by customers; used to identify and reference the message.
Subject	For messages that are auto answers, the subject is shown to customers as a label in search results.
Keywords	Enter words and phrases that help identify this message as relevant to a conversation.
Shortcut	To use this message, agents can type this shortcut as a /slash command (for example, /shortcutname)

Set the message's Language.
This value acts as a filter to ensure that agents see only messages that match the customer's language or with no value specified. For example, when an Italian speaking customer starts a chat, the agent sees Italian canned messages plus those with no language value.

Result:

Tip: Subject, Keywords, and Body should use the same language.

Type and format the message.

Channel	Options
Chat	HTML* or plain text
Email	HTML* or plain text
Messaging	Plain text
*HTML Variables	For HTML, you can insert variables in `${variable_name}` format. For example, use the variable `${login.ChatName}` to insert the agent's chat name into the canned message. Available variables: `${chat.ChatUrl}` - The URL of the chat from where the customer started the chat session `${chat.ChatName}` - The name of the customer as provided on the pre-chat form. If the First name field is available on the pre-chat form then this variable displays only the first name of the customer. `${chat.CountryCode}` - The two-digit code of the country where the customer started the conversation `${chat.RegionCode}` - The region or ZIP code of the country where the customer started the conversation `${chat.City}` - The city where the customer started the conversation `${chat.VisitEmailAddress}` - Email address of the customer as provided on the pre-chat form `${chat.VisitPhone}` Phone number of the customer as provided on the pre-chat form `${login.UserName}` - The User Name of the agent as set on the Organization > Agents > Agent Information tab `${login.Name}` - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab `${login.EmailName}` - The Email Name of the agent as set on the Organization > Agents > Email Settings tab `${login.BestChatName}` - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.

Save your changes.
Result: The canned message is made available for responses to incoming conversations for the chosen channel (Chat, Email, or Messaging).

Remember: Messages that will be used as Auto Answers must be organized in folders as part of Chat Window setup.