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.
Public canned messages can be used by all agents in the same site. Administrators and agents who have required permission can create, edit, and delete any public canned messages or URLs.
Private canned messages are accessible to the creator agent only. An agent by default has permission to create, edit, and delete their private canned messages or URLs.
This article introduces the steps to create a canned message and the sorting rules of canned messages.
Step by Step Instructions:
（1）Log in to the CloudCX Control Panel.
（2）From the left navigation menu, go to Help Center > Canned Messages.
（3）Under Pubilc or Private tab, click New Canned Message.
（4）Enter the name, category, message, and shortcuts for the canned message.
The Name is used for identification. Agents can locate a canned message in the system by its name.
The Category is used to group the canned messages.
The Message is the complete message that can be input quickly.
The Shortcuts are used to send the message with a preceding pound key (/).
（5）Click Save. The canned messages can be used after changes are saved successfully.
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" 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:
（1）From the left navigation menu, go to Help Center > Canned Messages.
（2）Under the Public or Private tab, click Import.
（3）Click Download Template. An XLSX file is saved to your device.
（4）Edit the template file with your canned responses.
（5）Upload the file and click Import.
（6）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. To export canned messages, follow these steps:
（1）From the left navigation menu, go to Help Center > Canned Messages.
（2）Under the Public or Private tab, click Export.
（3）On the Export All Public Canned Messages drawer, choose the file format for the file and click Export.
（4）The file is saved to your device.
Canned Message Sorting Rules
Canned messages are sorted by the first character in their names in ascending order. The sorting order is as follows:
（1）Spaces
（2）Symbols other than numerals and letters
Hyphens and apostrophes are ignored
Other symbols are sorted according to their ASCII values in ascending order.
（3）Numbers (0 through 9)
（4）Letters (A through Z)