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Canned Messages are pre-defined messages used for easy re-use and access in the future. Canned messages are usually created for greetings, frequently asked questions, and more. During a chat, an agent can send canned messages to visitors quickly by using shortcuts. |
Canned messages include public canned messages and private canned messages.
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This article introduces the steps to create a canned message and the sorting rules of canned messages.
Step by Step Instructions:
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Create a Canned Message
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Help Center Center > Canned Messages.
Select Public or Private tab.
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(Optional) Select a category, or add a category.
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Under
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Public or Private tab, click
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icon to add new Canned Message.
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Enter the name, category, message, and shortcuts for the canned message.
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In the Add Canned Message page, you can do the following:
Input a name, the Name is used for identification. Agents can locate a canned message in the system by its name.
Select a category, the Category is used to group the canned messages.
Input the message, the Message is the complete message that can be input quickly.
(Optional) Input a shortcut for the canned message, the Shortcuts are used to send the message with a preceding pound key (/).
Click Save. The canned messages can be used after changes are saved successfully.
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Note: To send a canned message, type "#/" to trigger the shortcut, e.g. if you have a canned message "Please hold on one minute.", and the shortcut is "hold", you can type "#hold/hold" to locate this canned message.
Importing Canned Messages
If you have a number of canned messages, you can import them using the canned message template.
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Help Center > Canned Messages.
Under Public or Private tab, click Import.
Click Download Template. An XLSX file is saved to your device.
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Edit the template file with your canned responses. Drop here or click to upload.
Drop the file to the upload area or click to select the file.
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Click Import.
After the file is imported, the canned messages in the file appear in the canned message list.
Exporting Canned Messages
You can export canned messages for backup or for reuse in other platforms.
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Help Center > Canned Messages.
Under Public or Private tab, click Export.
In the export all Canned Messages drawer, choose the file format for the file.
Click Export.
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The file is saved to your device.
Manage Canned Messages
Edit: Select a Canned Message, click “Edit” icon to open the Edit Canned Message page.
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Delete: Select a Canned Message, click “Delete” icon to delete the Canned Message.
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