Canned Responses

Accessing The Page To Manage Canned Responses

• To manage canned responses when you are logged into the Operator home screens click on the "Canned Responses" link in the top menu:

Creating A New Canned Response

1. Assign a reference. The reference should give you an indication about what the canned response is. It is the reference that you will see in the drop-down list from a chat conversation window. Make this value unique and memorable for yourself for each canned response you set up.


2. Type in the message. The message should be written in plain text, with no html. You can use the following two placeholders which will automatically populate with the correct information when the message is sent:
   %%User%% - this becomes the Visitor's login name.
   %%Operator%% - this becomes the Operator's login name.


3. Choose which department this canned response should be used for. If you would like it to be used for all your departments then select "All My Departments" from the dropdown list.


4. Click on the "Submit" button to save the canned response. Once saved, it should appear in the list on that page.

Editing An Existing Canned Response

1. Click on the "Edit" link beside the canned response you would like to edit. You are only able to edit canned responses that you have created. Canned responses that have been configured for you are unable to be edited.



2. The reference and message from the existing canned response will populate in the text boxes. Make any desired changes and click the "Submit" button. Any changes made will edit the chosen canned response, it will not create a new one.

Deleting An Existing Canned Response

1. Click on the "Delete" link beside the canned response you would like to delete. You are only able to edit canned responses that you have created. Canned responses that have been configured for you are unable to be edited.



2. Click "OK" to confirm the deletion of the canned response or click "Cancel" to cancel the operation.

Using Canned Responses

1. From the Chat window choose the canned response you wish to send by selecting it from the drop-down beside "Responses". The drop-down will show the reference only, not the complete message.



2. Click "Go" beside the chosen response to add the canned response message to your chat box



3. Click on the "Send" button to send the message to the visitor you are chatting with.