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:
- Open the Live Agent interface.
- Go to Settings > Canned Responses.
- In the upper-right corner, click Add Canned Response.
- 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.
- 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:
- Prepare a CSV file with
short_code
andcontent
as headers. For example:| short_code | content | |------------|-------------------------------------| | delivery | When do you want to place an order? |
- Open the Live Agent interface.
- Go to Settings > Canned Responses.
- In the upper-right corner, click Import Canned Response.
- In the Import Canned Response window, click Select File.
- Upload the CSV file that you previously created.
- 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.