Canned Replies

Use preset messages as live chat replies.

The number of canned replies available depends on the subscription plan.

Requires the Manage/View canned replies user permissions to edit or view.

Canned replies are preset, custom text responses for live reps to use in chats.

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Configuration

To manage canned replies, go to the settings panel and select Canned Replies.

Create or Edit a Canned Reply

1. Select an existing canned reply from the table, or make a new one with Create Canned Reply.

2. Edit its options in the opened panel:

   • Name — the text color of the pill. A lighter shade is used for the pill background.

   • Language — labels which language the reply is written in. This is for reference only, as a canned reply can be applied to conversations of any language.

   • Content — the text content of the reply.

3. Select Create or Save.

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Delete a Canned Reply

1. In the table, select one or more canned reply checkboxes.

2. Select Delete Canned Reply and confirm.

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Applying Canned Replies

1. Go to the Inbox dashboard.

2. In the Inbox panel, select an existing chat.

3. With the chat opened in the conversation panel, select from the message editor options at the bottom.
4. Select the desired canned reply by its name from the popup menu. This popup also has options to search replies, preview the reply being hovered over, and an options icon to go back to the Canned Replies settings page.

5. After selecting a canned reply, its contents appear in the message editor field and can be modified.

6. Press Send or Takeover & Send to send the message.