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.

 

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 a 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 canned responses link 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.Put the checkmark next to the canned response you would like to delete

2.Click 'Delete selected' button

3.Confirm deleting the response

 

Delete canned response confirmation

Delete canned response confirmation

 

Delete canned responses in bulk

 

If you would like to remove several canned responses, please do the following:

 

1.Choose the responses from the list by putting checkmarks in checkboxes next to them (1) or by using 'Select all' options

2.Press "Delete selected" (2) button

 

bulk canned responses removal

Removing several canned responses at a time

 

3.Confirm responses deleting:

 
 

Canned responses deleting confirmation

Canned responses deleting confirmation

 

 

 

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

 

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)

 

Sorting

 

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

 

 

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

 

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:

 

 

Limitations

 

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.

 

 

Canned Responses Import from CSV

 

It is possible to import your canned responses from a CSV file. To start import you'd need to click the following button: canned responses import from CSV

 

Please note!

 

1.If you import from a CSV file, you'd need to use available template and keep the structure of your CSV file intact. Otherwise you will receive errors while importing your responses.

2.As a field delimiter, a comma (,) is used

3.The columns 'Title', 'Owner type' and 'Text' are required. The column 'Owner name' is required only if you import canned responses that should be assigned to specific operator or department.

4.The title of your response should be unique within the group of your responses.

 

After clicking 'Create multiple canned responses from a spreadsheet' button you will be redirected to the following page:

 

Canned responses import

Canned responses import

 

To import your responses, please do the following:

 

Download the template of the CSV file by clicking 'sample spreadsheet' (1) link

Open the downloaded template in an editor, e.g. MS Excel or Google Sheets and add your data to the fields. The file had the following structure:
 

Canned responses CSV file structure

Canned responses CSV file structure

 

 

1.'Title' - this is the title of your response, the field is required.

2.'Owner type' - in this field you should specify if you would like your canned responses to appear only for specific operator, department or the whole company. This field is required.

3.'Owner name' - in this column you'd need to add the name of your department or nick name of your operator if you would like to assign those responses to specific operator or department (operator or department were defined in the owner type column). If you leave this field blank, responses will be assigned to the whole company (owner type 'company' was selected).

4.'Text' - this field is required, you should add the text of your response here.

 

After you have created the CSV file with your canned responses, click 'Choose file' (2) button to upload it

To proceed with creating responses click 'Create' (3) button

The following screen will appear showing the process of file uploading and file structure checking for errors:

 

Canned responses importing

Canned responses importing

 

After your responses have been successfully imported, you will get the following confirmation:

 

Canned responses import confirmation

Canned responses import confirmation

 

Possible errors

 

Owner name [specified_account_name] does not match the account name [your_account_name]
This error appears if you import responses exported from another account and left the name of the account intact. To fix this issue you need to change the name of the account in the 'Owner name' column to the name of the account where you export to.

 

Account name does not match

Account name in the imported file does not match your actual account name

 

Department/Operator [Department/Operator Name] does not exist
This error occurs of the operators and departments structure in the account does not match the one in the file you are importing. Before you start your import, please ensure that your operators and departments match the ones in the file you are planning to import

 

Department is missing

Department is missing

Canned response with title [Title Name] already exists
This error appears if you already have responses with the same titles as in the file you are importing
 

Canned response already exists

Canned response already exists

 

Incorrect CSV file
You will get this error if the structure of your CSV file is incorrect. Please ensure that you use a comma as your CSV file fields delimiter

 

Incorrect CSV file

Incorrect CSV file

 

 

How to transfer canned responses from one account to another

 

To transfer canned responses  from one account to another, please follow the instruction:

 

1.Export canned responses from your account

2.Load exported CSV file in a CSV editor

 
 

CSV editor settings

CSV editor settings

 

3.In the opened CSV file change the account name in the "Owner name" column. You should use there the name of the account where you would like to import your canned responses

 

Account name changing

Account name changing in a CSV file

 

4.Ensure that operators and departments structure matches the one of the account where you will import your canned responses to. Otherwise you will receive error messages and your canned responses will not be imported

5.Import the edited CSV file to another account of yours.