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Canned Responses

"Type less, respond faster – boost your productivity with just a #."

Introduction

Canned responses are pre-written replies designed to answer common customer questions quickly and professionally.

Perfect for Admins, Managers, Team Leads, and Agents, these shortcuts help maintain consistency across chats and improve response time.

Why Use Canned Responses?

"They’re not just time-savers — they’re quality enhancers." Reduce typing effort, boost consistency, and respond in a flash, even during peak hours.

Key Features

  • Response Library:

    • Create a bank of reusable responses for repeated questions.

  • Role-Based Access:

    • All roles (Admin, Manager, TL, Agent) can create canned responses
    • Admins manage the full library
    • Agents and TLs can use and manage their own shortcuts during live chats

  • Quick Setup:

    • Click on the 💬 Response Button on the dashboard
    • A pop-up appears where you can:
      • Enter the Shortcut Name (remember to add # at the beginning – e.g., #shipping)
      • Enter the Message Content (your canned reply)
      • Click Submit to save

  • Category-Based Organization:

    • Helps keep responses sorted under types like "Welcome", "Troubleshooting", or "Closure"

  • Custom Libraries:

    • Agents can maintain their personal set of responses based on their chat history and common queries

How to Use in the Chat Window

  • Type # in the message input box during a live chat
  • A dropdown list of all saved canned responses will appear
  • Select the response you want from the list
  • The selected response will automatically load into the chat input box
  • You can edit or modify the message before sending
  • Press Send to share it with the customer

Examples of Canned Response Shortcuts

Use # before the shortcut name to access it during a live chat.

  • welcome – Welcome message for first-time customers
  • delay_policy – Inform about delivery delays or policies
  • refund_process – Instructions for refund or cancellation
  • closing_note – Message when ending a conversation
  • escalate – Response for escalating an issue to the next level

Pro Tips

  • Start every shortcut with # for faster access during live chats
  • Use friendly and natural language — canned doesn’t have to sound robotic
  • Personalize where possible using the customer's name
  • Clean up or update your saved responses regularly
  • Organize your responses with clear categories or tags