Quick Replies

Quickly respond to customers using canned responses to maximize service efficiency

What are Canned Responses

After serving customers for a few days, you'll notice that you use the same greetings or farewells each time, or there are certain common questions that frequently arise.

Therefore, we introduced canned responses to reduce repetitive work. This allows you to save frequently sent messages as templates and quickly use them in chats with shortcuts.

How to Create Canned Responses

Inbox manager/Admin can create/modify account-wide quick replies. To add a new preset response, follow these steps.

Step 1

From the Account Profile in the bottom left, click Edit > Canned response > + Add Canned Response

Step 2

A new canned response will be created on the left, and you need to fill in the content as shown.

1. Shortcode

   Write a shortcode that you can easily remember, a phrase or word to invoke the canned response. Each shortcode must be unique and is limited to a maximum of 150 characters.

2. Content

   Enter the message you want to save as a template. The content supports adding tags and 1 attachment. The content is limited to a maximum of 1024 characters.

Step 3

Save the Canned Response.

Click the save button at the bottom to save the canned response. If you click cancel, the record will not be saved.

After saving, you can click the red delete button to delete the record.

How to Use Canned Responses

Step 1

Invoke the canned response. In the chat input box, type “/”, this symbol needs to be at the beginning of the chat box, not following text content. This will display a list of all preset responses. The left side is the list of canned responses, and the right side is the content preview.

Step 2: Select the canned response. You can select from the list on the left with your mouse, or simply type the shortcode (if you remember it). Then, switch the selection with the up and down keys on your keyboard, press Enter, and your text editor will fill in the response.