Managing canned responses

<< Click to Display Table of Contents >>

  System Setup and Customization > Control Panel > Account customization >

Managing canned responses



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.


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




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




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




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




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


Canned responses titles cannot be duplicated within a group (company level, departments level or operators level). In case you try creating a canned response with the same title you will receive the following warning:


Canned response duplicate warning

Canned response duplicate warning


Managing custom groups


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)




There are two special options for reordering canned responses in our system.


1.They can be moved up and down with help of special green arrows.


How to reorder canned responses

How to reorder canned responses

2.It is possible to drag and drop responses:

a.Position your mouse cursor over the response you'd like to drag:


Start dragging response


b.Left click the response and drag it to a new position:


Dragging canned response


c.Release your mouse cursor when you drag the response to a new position:



Dragged canned response





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


Reassigning canned responses


If you delete your operator profile or department, you can reassign their canned responses to a different operator, department or to the whole company.  When you remove your operator or department, our system checks if there are canned responses created for that operator or department and offers you to reassign them:


How to reassign canned responses

How to reassign canned responses


In the drop down list you can choose a department or operator. You can also assign them to the whole company. In this case they will be available to all your operators and departments:



When you reassign your responses and our system detects duplicated titles, then these titles will contain numbers, like shown on the example below:





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

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


Canned Responses Export to CSV


It is possible to export canned responses to a CSV file. To proceed with export click export canned responses link link. The following form for export will appear:


Canned responses export form

Canned responses export form


You can either export all responses or choose the responses for specific operators or departments:


Choosing responses to export

Choosing responses to export



As  a field delimiter a comma (,) is used. You can open exported file with any editor that reads CSV files, e.g. Google Sheets, LibreOffice Calculator or MS Excel. Please note! If you use MS Excel as your editor for opening your canned responses CSV file, it will not display properly line breaks if they were used in your canned responses.