Help: Live Chat - Create Canned Massages

Canned Responses

Customers love instant replies – make sure your typing speed is on point with typing speed test.
If you often reply to the same customer questions, consider saving those replies as canned responses. It will shorten your response times and save keystrokes on repetitive typing. With canned responses, you type it once, save it and reuse it in chats and tickets whenever you need.

Step - 01

Agent needs to login with their live-chat account. After login they can see a tab "settings" on left tools panel, click on this tab.

Step - 02

A new window will open. If above widow will not open directly then agent needs to go to "Agent tools"--> Canned responses.
If the agent is responsible to assist the visitors for several groups OR agent going to create canned massages separately for differnt groups then he needs to first select the name of that group from "set up group" drop down menu and then insert the instant massage at massage box.
After that agent needs to insert the shortcut for this canned massage. This shortcut code will be act as identity of his canned massage and don't forget to start the identity name with "#". You can add several shortcut identities to your massage. When you finished with all the information, finally hit the "Add this response" tab.


Step - 03

This canned massage has successfully inserted and listed below. Agents can edit or delete this massage as well by mouse-hovering on this massage and the options will appeared.


You can also add canned responses directly from the Chat Area.

1. After replying to the customer's question, hover your mouse over your message and click the Save as canned response icon.
2. You will see a pop-up window in which you can edit the message and add a shortcut. To add more shortcuts at once, separate them with a comma.
3. Finally, hit Save canned response.


Now where & how to use these Canned Massages

During chat session there is "#" sign inside of chat box, click on it and you will saw a popup menu where you can see all the shortcut tags of your canned massage. Click on your required tag & once again click on the massage. it will tranfer to the chat box & finally hit the "send" tab to send it to the visitor.


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