Managing canned responses

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Managing canned responses

General

 

Canned responses are messages used by operators to provide answers to commonly asked questions.

 

In our system canned responses can be managed from the account Control Panel only.

 

Both stand-alone and web-based Operator Consoles support canned responses, they can be inserted to the message at any moment within an active chat session.

 

Grouping

 

Canned responses can be created on three levels:

 

company level - canned responses are available to all operators in all departments

department level - canned responses are available to all operators assigned to the particular department

operator level - canned responses are available to the particular operator

 

There is also a possibility to create additional custom groups for canned responses. In order to create groups you need to use the following syntax for the canned responses' titles:

 

[group/subgroup/sub-subgroup/....]Canned Response Title

 

Example: [General Questions/Contacts]Where are you located?

 

The stand-alone Operator Console supports both standard and custom canned responses grouping. But the web-based one displays all canned responses in one-level list.

 

Predefined responses groups

How canned responses groups are displayed in operator consoles (the stand-alone one on the left and the web-based one on the right)

 

Sorting

 

There is special option for reordering canned responses in our system. They can be moved up and down with help of special green arrows.

 

How to reorder canned responses

How to reorder canned responses

 

Formatting

 

When you create a large canned response (up to 64000 characters is possible) you often need to add some formatting to it, e.g. add some line breaks. This is possible in our system but with some limitations:

 

When you create a response with line breaks and save it, it is displayed as a single line on the Canned Responses page but the formatting is still there. Thus when you add the response to the chat from the Operator Console, all line breaks are displayed properly

 

Canned Responses Line Breaks

Line breaks are not visible in the Control Panel but visible in the Operator Console

 

When you try to edit an existing canned response, all line breaks are removed from it and you need to enter them anew each time you edit the response

 

Editing responses with line breaks

Attempt to edit the same canned response. All line breaks are automatically removed by the editor

 

Limitations

 

Canned responses do not support HTML formatting, but support URLs and emails.

 

Canned responses do not support variables like OPERATOR, VISITOR etc.

 

How to add / edit / delete canned responses

 

You can add / edit / delete canned responses in the account Control Panel, Canned Responses page.

 

Canned Responses page

Canned Responses page

 

Add

 

To add a new canned response, please do the following:

 

1.Click Create link in the particular table (company, department or operator canned responses)

2.Specify the response title

3.Enter the response text

4.Press "Create" button

 

Edit

 

To edit a canned response, please do the following:

 

1.Click Edit link next to the particular canned response

2.Perform all needed changes

3.Press "Save" button

 

Delete

 

To delete a canned response, please do the following:

 

1.Click Delete link next to the particular canned response

2.Confirm deleting the response

 

Delete canned response confirmation

Delete canned response confirmation