Canned messages for agents

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.

  1. 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
  2. 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
  3. 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)
  4. 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.
  5. 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.
  6. 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.