Canned Messages: Create Messages for Chat
Rep Console
Canned Messages
For more information, please see Chat with the Customer During a Session.
Canned Messages
Create canned messages to be used in chat sessions. Using canned messages can decrease response time and help to standardize communication between representatives and customers. You can filter your view by selecting a category or team from the dropdown at the top of the page.
Add, Edit, Delete
Create a new message, modify an existing message, or remove an existing message.
Add or Edit Canned Message
Title
Create a unique name to help identify this message.This name should help representatives locate the message they wish to send.
Message
Create the text that will display in the customer chat. You can use BBCode to do some low level formatting, such as adding bold, colors, or hyperlinks. Click on Supported BBCode Formatting to display a list of codes and their resulting applications.
Messages should be relatively short so they can be viewed without much scrolling in the customer client windows. This applies to both the native client and click-to-chat modes.
Category
Select the category under which this item should be listed.
Team Availability
Select which support teams should be able to use this item.
Canned Messages Categories
Add, Edit, Delete
Create a new category, modify an existing category, or remove an existing category.
Add or Edit Category
Name
Create a unique name to help identify this category.This name should help representatives locate the message they wish to send.
Parent Category
Optionally, select a parent category to nest categories.
Child Categories
View names of and links to any child categories.
Messages
View links to any messages in this category.