Canned Message

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.

Canned Message

Reply Chat Used Canned Message

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 to which you'd want to respond and click the 'Reply Chat' button ().

In the conversation chat, type in the slash (/) sign followed by a shortcut (shortcut title), for example, /Agent Closing. When the cursor is directed to the shortcut title, the message will appear on the box such as the images below.

Reply Ticket Using Canned Message

Create Canned Message

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 :

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' button.

Add New Canned Message

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 will be sent to customers.
Attachment	Used to insert image files with extensions (.jpg, .jpeg and .png) in the canned message.
Visibility	Select this feature to set the visibility of the canned message that will be created. Personal: Only available to that Agent. Group: Only available to Agent's group. Global: Available for all users. Note: This feature only appears on Supervisor and Administrator privileges.
Channel	This feature is used to assign canned messages to specific channels.
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.
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 messages that have been created will appear in a list of canned messages, you can edit and delete canned messages, as shown below.

Canned Message Added

Edit Canned Message

Your predefined replies can get old and out of date after some time. You can easily modify them in the following way :

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 Canned Message' button ( ). Here, you can change the text of the shortcuts title and/or the message. After done, you can save it by clicking on the 'Save' button to finish up or you can cancel it by clicking the 'Cancel'.

Edit Canned Message

Delete Canned Message

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 is removed.

Remove Canned Message