HELP FILE

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.
    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 [nonexistent] format. For example, use the variable [nonexistent] to insert the agent's chat name into the canned message.
    Available variables:
    • [nonexistent] - The URL of the chat from where the customer started the chat session
    • [nonexistent] - 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.
    • [nonexistent] - The two-digit code of the country where the customer started the conversation
    • [nonexistent] - The region or ZIP code of the country where the customer started the conversation
    • [nonexistent] - The city where the customer started the conversation
    • [nonexistent] - Email address of the customer as provided on the pre-chat form
    • [nonexistent] Phone number of the customer as provided on the pre-chat form
    • [nonexistent] - The User Name of the agent as set on the Organization > Agents > Agent Information tab
    • [nonexistent] - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab
    • [nonexistent] - The Email Name of the agent as set on the Organization > Agents > Email Settings tab
    • [nonexistent] - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.
  6. Save your changes. 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.