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.