Canned Responses

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Create Canned Responses

1. In the Live Agent interface, go to Settings > Canned Responses.
2. In the upper-right corner, click Add Canned Response.
3. In the Add Canned Response window, fill in the following fields:
   • Short Code — add a word that associates with the response.
   • Content — add a message that will be sent to the user. In this message, you can replace user contact profile data or human agent profile data with specific variables, such as {{agent.name}}, {{contact.first_name}}, {{contact.email}}, and more. To include a variable, begin typing {{ in the field. After that, a list of available variables will appear, allowing you to select the desired variable.
   • Level — select one of the following options from the list:
     • Global — all human agents can use a canned response.
     • Personal — only you can use a canned response.
     • Team — only human agents from the selected team can use a canned response. You can select only one team.
4. Click Submit.

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Import Canned Responses

1. Prepare a CSV file with short_code and content as headers. For example:
   Copy

    | short_code | content                             |
    |------------|-------------------------------------|
    | delivery   | When do you want to place an order? |
   

2. Open the Live Agent interface.
3. Go to Settings > Canned Responses.
4. In the upper-right corner, click Import Canned Response.
5. In the Import Canned Response window, click Select File.
6. Upload the CSV file that you previously created.
7. Click Import.

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Use Canned Responses