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Self Service Canned Responses

Agents can now create, manage, and use personal canned responses on all channels. This tool speeds up workflow, ensures a professional tone, and reduces repetitive typing, keeping the focus on the conversation.

How to create Canned Responses

To add a new canned response:

  1. Open the Chatbots Menu.

  2. Select the relevant chatbot.

  3. Click on Customised messaging.

  4. Select “+ Create new Response”.

See video below for further context on how to create a response in the console: 

 

Settings and Visibility

Canned responses can be created/managed/used according to channel access, team access and canned responses visibility configuration. 

 

Default : all agents with access to the channel can see and use. 

Private : only the agent that created the canned response can see and use.

Custom : only the team(s) selected in the canned configuration can see and use it

 
 

Console Role

 

Create/Manage

 

Use

 

Agent

Cross Mark

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Editor

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Supervisor

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Admins

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Superadmins

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How to manage your Canned Responses in the Console

The canned responses table shows all canned responses that have been created for the chatbot selected.

You can find this in the Chatbots Menu, Select Chatbot and Customised messaging 

 

Here you can:

  • Search by canned response name

 

  • Filter by channel

 

  • Filter by language

  • View canned responses details

 

  • Delete canned responses

  • Edit canned responses 

    •  This action is applicable for canned responses with status rejected and approved

 

  • Duplicate canned responses

 

Send a Canned Response

Below you will find how to easily send your canned response on Whatsapp and on any other channel: 

WhatsApp Channel

Non-WhatsApp Channel

Note: Canned responses are restricted to the languages currently configured in the chatbot settings. If an agent modifies the chatbot assigned to a channel, all canned responses will automatically update to align with the new chatbot configuration.