> For the complete documentation index, see [llms.txt](https://docs.satisfilabs.com/resource-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.satisfilabs.com/resource-center/live-agent-engine/agent-overview/canned-responses/add-use-a-canned-response.md).

# Add/Use a Canned Response

{% hint style="warning" %}
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. 
{% endhint %}

### 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.

<figure><img src="/files/2e3Cw8PLT32olWXIjkwP" alt=""><figcaption></figcaption></figure>

3. 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.                                             |

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

<figure><img src="/files/mkUmpj66h42LueHt6CXb" alt=""><figcaption></figcaption></figure>

### Use Canned Responses <a href="#use-a-canned-response-in-a-conversation" id="use-a-canned-response-in-a-conversation"></a>

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.

<figure><img src="/files/1pp3dpoNwS57BX6QMDbz" alt=""><figcaption></figcaption></figure>


---

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