When modifying or deleting a canned response, be aware it impacts all agent's accounts. Any changes will impact the entire organization's canned response library.

Modify a Canned Response

1. Open the canned response list from Settings -> Canned Responses. Note that all canned responses in your account will be listed here.

2. Click on the Edit button, which will open a popup with prefilled information. You can edit both the shortcode and the message within this window.

3. Click on Submit to save the changes. Click on Cancel if you want to discard the changes.

Delete a Canned Response

1. Once you determine which canned response you'd like to delete, click the Delete icon to the right of the corresponding icon.

2. You will be asked to confirm before deleting the selected response. Click on Yes, delete to continue with the deletion.