Canned messages for chat: Using predefined replies
Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, agents can send common responses without typing.
Show or hide canned messages in the workspace
To toggle canned messages on/off while chatting, click the icon that looks like a can at the top of the workspace or on the chat panel when in minimized view.
Insert a canned message
To insert a canned message into an active chat, simply click it.
The message is inserted in the chat panel but not sent. Press Enter to send.