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:
Log in to the Cloudfon CX Control Panel.
From the left navigation menu, go to Help Center > Canned Messages.
Under Pubilc or Private tab, click New Canned Message.
Enter the name, category, message, and shortcuts for the canned message.
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.