Canned answers for agents
Overview
Canned Answers help Agents improve productivity and ensure consistent, high-quality communication with customers.
They are especially useful when Agents frequently respond to common or repetitive questions across text-based channels such as:
Email
Chat
Open Channel
SMS
Instead of typing the same responses manually, Agents can use pre-defined Canned Answers that are:
Global Canned Answers – Created by the Administrator and available across all channels.
Local Canned Answers – Available only for specific Channel Accounts or Websites.
Using Canned Answers
Agents can send messages in two ways:
Type the message manually
Use the Canned Answers tool to insert a pre-written response, by clicking on wand icon
Start typing a keyword or phrase to search among the available canned answers.
A list of matching results will appear.
Select the desired canned answer — it will be automatically inserted into the message text box.
Canned Answer Types
Global Canned Answers → marked by a globe icon 🌐.
Local Canned Answers → marked by the channel type icon, indicating they’re specific to a particular Account or Website.
All available canned answers (Global and Local) appear together in a single searchable list.
Canned Answers with Buttons (Open Channel)
FROM VERSION 3.46.0
On Open Channel accounts, Agents can also use interactive Canned Answers that include buttons (e.g. on Telegram)
Click on Canned Answers wand icon
Search and select the desired canned answer.
A warning message will appear indicating that the selected canned answer contains buttons and cannot be edited.
Click OK to confirm and send the canned answer.
Once sent:
The customer will see the message and the interactive buttons (e.g., options to click).
The agent will see the customer’s choice directly in the Omni Desktop interface.
The functionality and appearance of the buttons depend on the plugin configuration of the specific Open Channel account.