HELP FILE

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.


Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

Tip: When viewing "Top folder" you can search all available canned messages.