Canned Message
Last updated
Last updated
Quick responses on live chat are crucial for high customer satisfaction. That’s where canned message come in handy. They help Agents avoid delays and save them from typing the same answer over and over again.
If you often reply to the same customer questions, consider saving those replies as canned message. It will shorten your response times and save keystrokes on repetitive typing. With canned message, you only type it once, save it and reuse it in chats and tickets whenever you need it. Apart from being a huge time saver, canned message help tackle typo mistakes.
In short, a canned message is a predefined message, that can be quickly recalled through a shortcut. In Live chat 3Dolphins, you simply use a slash (/) sign followed by the canned title to the canned message, e.g. /Greeting (“Hi, how can I help you?“). When you start typing, a suggestion pops up, and you can see all saved canned messages that contain the phrase.
To use a canned message in chat, type in the slash (/) sign followed by a shortcut (shortcut title), for example, /Greeting (try it out!). To begin, open the Agent's dashboard, click the Inbox tab. Then, select a ticket you want to reply, and click the 'reply chat' button.
In the conversation chat, type in the slash (/) sign followed by a shortcut (shortcut title), for example, /Agent. When the cursor is directed to the shortcut title, the message will appear on the box such as the images below.
Here you can create a new canned message from scratch, edit existing ones, and delete the ones you no longer use. Follow the steps below to add a new one :
Component Explanation:
Name | Description |
Shortcut Title | Displayed as a title to call out the shortcut in the conversation chat. |
Message | A message from the shortcut title selected that will be sent to customers. |
Macro | Information about how to add automatically replace messages if you want to add your customer's name or your name on the canned message. Example: you want to add your customer's first name. Then, you only have to type {first_name} on the message body. |
Global | If you tick this feature, then the canned message will display to all team members. This feature only appears on the canned message of the Supervisor. |
Add Canned Message | To add a canned message that you are currently creating. |
Cancel Canned Message | To reset a canned message that you are currently creating. |
Canned message that has been created will display in the list of canned message, you can change and remove canned message, such images below.
Your predefined replies can get old and out of date after some time. You can easily modify them in the following way :
First, go to the customer support page, on the right top of the tab, you can click the 'Add Canned Message' ( ) button. Then, you will see a pop-up window in which you can add the shortcut title, message, and click the 'add canned message' ( )button.
To begin, go to the customer support page, click the 'Add Canned Message' button. Then, you will see a pop-up window in which you can find the message you want to edit, hover your cursor over it and click the 'Edit' button ( ). Here, you can change the text of the shortcuts title and/or the message. After done, you can save it by click on the 'Edit canned message' button ( ) to finish up or you can cancel it by clicking the 'Cancel canned message' button( ).
If you no longer need a particular response, you can delete it. First, on the customer support page, click the 'Add Canned Message' ( ) button. Then, you will see a pop-up window in which you can find the canned message you want to delete, hover your cursor over it and click the 'Remove Canned Message' button (). You will get a success notification after it removed.
