Canned Messages are templates or common messages that you can use in a conversation. They are also known as predefined content. Rather than typing in a common phrase, you can select it from the predefined content. The use of these canned messages saves time, and can ensure consistent, error-free responses and a professional “tone of voice”.
How to insert canned messages
Simply type '/c' into the agent widget and use the box that appears to select a message. If you provide further text, this will be used to automatically filter the list of content. Select your desired message, and then send it. It's that simple!
The canned messages appear in the language of the engagement. This allows agents to communicate effectively and transparently to visitors.
Canned Messages include substitutions to act as placeholders for common variables such as your name. When you select a message that contains a substitution variable, it will initially appear in the agent widget panel in its original form. The message will then change a few moments later to the substituted value that was sent to the visitor.