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Add/Use a Canned Response

When creating a canned response, be aware that it impacts all agents' accounts. Any new responses will be visible to all and can be used by any agent within the organization.

Add a New Canned Response

  1. Click the Settings icon in the Live Agent Engine Dashboard.

  2. Select the Add Canned Response button in the top-right corner.

  1. Using the table below for guidance, add your short code and content to the respective fields.

Field Name
Description

Short Code

Enter a short code - minimum length of 2 characters. Shortcodes need to be unique. You cannot use the same shortcode twice.

Content

Type in the message you want to send when the shortcode is entered on the chat.

  1. Once you enter the details, click on the Submit button. If the request is successful, a message "Canned Response added successfully" will be displayed.

Use Canned Responses

  1. While you chat with a customer, enter / followed by the shortcode in the text container or select from the shortcode list when it pops open.

  2. Make any additional updates to the response before hitting send.

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