Canned replies

Canned replies are pre-written responses to common inquiries or messages which allow support agents to quickly access and send them when responding to customers.

To use a canned reply, open the live chat in Inbox and click the canned reply icon in the conversation input. ‍A bar with the list of canned replies will appear. Additionally, there is a search bar provided for your convenience.

Click the desired canned reply and it will show up on your typing area. Hit "Send" to send the message to the customer.

Create canned reply

  1. Click Create Canned Reply

  2. Enter the name, language and content of the canned reply.

  1. Click Create. The new canned reply will then be listed.

Edit a canned reply

  1. Locate the desired canned reply.

  2. Click on it to open the sidebar.

  3. Edit the fields: name, language, content.

  4. Click "Save" button.

Delete a canned reply

  1. Find the canned reply in the table.

  2. Check the checkbox to select it.

  3. Click the "Delete Canned Reply" button.

  4. Confirm the deletion by clicking "Delete" button in the pop-up dialog.

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