Canned Responses

Canned responses are pre-saved reply templates allowing human agents to respond to a conversation quickly.

Canned Response templates provide support for HTML formatting.

Create a Canned Response

To create a new canned response, follow these steps:

1. Open the Live Agent interface.
2. Go to Settings > Canned Responses.
3. In the upper-right corner, click Add Canned Response.
4. 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.
5. Click Submit.

The canned response will appear in the list on the Canned Responses page.

Alternatively, you can add a canned response or a list of canned responses by importing a CSV file.

Import Canned Responses

To import canned responses, follow these steps:

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

    | 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.

The canned responses will appear in the list on the Canned Responses page.

Use a Canned Response

To start using canned responses in the conversations, go to the Send a Canned Response.