V3 Canned Answers

📋 What’s about

The Canned Answers are predetermined responses to common and frequent questions: the Agent can use a canned answer triggered by a key rather than typing the same answer repeatedly or pasting it from another resource.

Using canned answers (when it's appropriate) may increase productivity but even maintain a good level of communication.

Global Canned Answers can be created here and used in several interaction contexts: Open Channel, Mail, SMS, Chat, and so on.

Canned Answers can also be defined as Local to the Channel and to the Account/Website: it means that you can use them only when the conversation takes place in that specific context (Local Canned Answers are available for all Channel entry points, except FAX Accounts) 

💡 How it works

When you enter this section you have the list of the Canned Answers already created:

Each of them can be edited and modified or deleted using the commands displayed by clicking on 

You can download one or many canned answers: click them from the list and then click on the icons  to export or  to delete:

⚙️ Create Canned Answers

You can create Canned Answers to be used in several contexts and modules by clicking on  and insert: 

• Key: keystroke the Agent will use in order to make the answer appear in the specific context (e.g. open channel interaction)

• Type: you can choose two types of formats:

• Then you need to insert Value, so the full canned answer text. 

• Description: insert here a description of it (optional)

🔧 Using Canned Answers

Whenever the Agent interacts with the customer writing some text message (e.g. Mail, Chat, Open Channel, SMS) from the Omni Desktop Interface, Canned Answers can be useful: 

If the Agent clicks on the icon button  he can insert a few keystrokes to make the available canned answers that contain them appear:

and choose the one that best suits.