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Canned Answers for a specific Account or Chat Website

Canned Answers for a specific Account or Chat Website

A canned answer is a predefined text response that agents can use to quickly reply to customers during interactions. Agents can use canned answers to use predefined texts and speed the response time.

By editing a Channel Account or a Chat Website, on Canned Answers tab it’s possible to define canned answers specific for the desired account.

These canned answers are available only when the interaction comes from the specific account or website.

You can define a new canned answer clicking on Add.

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  • Key: key related to the canned answer

  • Value: the text of the canned answer

  • Description (optional)

 

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Once created, from the canned answer list you can:

  • search for a specific canned answer

  • edit or delete a canned answer

  • clear all filters

  • manage columns, by selecting or not them

  • activate the advanced search for each field