Creating a Canned Response

Canned Responses

Canned Responses are predetermined responses to common questions. Rather than typing the same answer again and again or pasting from another resource, a Live Agent can insert a canned response triggered by keystrokes.  

Role Required

Live Chat Supervisor

Creating a Canned Response

1. Go to Live Chat -> Canned Response screen 

2. Click + in front of Create  

3. Enter the text you want as your response in the Text field  

NOTE: You can also use user profile attributes as variables like {{firstName}}.  

4. Enter what keyboard key you want to trigger that response in the Keyfield  

5. Select the language  

6. Set the status as Published (if your want it available) or Draft (if you need to work on it further)  

7. When done, click Create