5.2 Canned Message

Owned by SUPPORT
Last updated: Oct 15, 2024
3 min read

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.

Create a Canned Message

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Help Center > Canned Messages.

  3. Select Public or Private tab.

1-0-20240929-100202.PNG

  1. (Optional) Select a category, or add a category.

7-20240929-100126.PNG

  1. Under Public or Private tab, click image-20240929-092204.png icon to add new Canned Message.

  1. 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. 

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. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Help Center > Canned Messages.

  3. Under Public or Private tab, click Import.

  4. Click Download Template. An XLSX file is saved to your device.

  1. Edit the template file with your canned responses. Drop here or click to upload.

  2. Drop the file to the upload area or click to select the file.

  1. 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.

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Help Center > Canned Messages.

  3. Under Public or Private tab, click Export.

  4. In the export all Canned Messages drawer, choose the file format for the file.

  5. Click Export.

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.

  • Delete: Select a Canned Message, click “Delete” icon to delete the Canned Message.