Canned messages allow your agents to quickly send frequently typed out messages.
What Are Canned Messages?
A canned message consists of a label and a message. The label is a reference to the message. A label always starts with
##. A message consists of text.
For example if you find that agents frequently type out the same welcome message you could summarise that by typing
##intro which will paste a standard introduction message into the chat box. This message can utilise different variables to give the message a dynamic and less robotic feel.
How do I create a Canned Message?
If logged in as a supervisor or admin, you are able to view, edit and create canned messages. Navigate to the canned messages sidebar.
A label must be no longer than 20 characters and must not contain any symbols other than '-'. A message must not be longer than 500 characters. After entering information click submit.
Canned messages can be made available to all queues, or made only for specific queues.
|Label||A label that best represents the message||20 characters max, no symbols apart from '-'|
|Message||A message to be pasted into the chat box||500 characters max, no other restrictions|
How Do I Edit Canned Messages?
You can edit canned messages by clicking the pencil icon and typing in the text box created around the message.
How Do I Delete A Canned Message?
In the second box there is a bin icon, clicking on this will create an "are you sure" popup. Clicking confirm on this popup will delete the message forever.
How Do I Use Variables In The Messages?
In the third box there is a table containing all of the avaliable chat variables. To use this within a message simply type the variable into the message creation box. For example if you want a canned message that would display the agent's name, you can type
Hello my name is ^^agentName^^ how may I help today?. This would replace
^^agentName^^ with the name of the agent that is logged in.
How Do I Use A Canned Message?
In order to type a canned message, type
## to bring up a preview of all of the available canned messages.
You can then use the arrow keys to cycle through the options or use a mouse and scroll wheel. You can also type out the first few letters of the canned message shortcut to narrow down available options.
To select a canned message either click it or hit enter/tab if using the arrow keys. This will then paste that message into the chat box allowing you to press enter again/click send to send the message.
Can I Add More Chat Variables?
Please email firstname.lastname@example.org if you have a request for additional chat variables.