Canned messages have been improved in the latest version of Live Assist for Dynamics 365: now you can see their categories and titles when browsing through them. Another new feature is the ability to filter through messages, which can be very useful when the agent knows exactly which message to use.
It’s also important to note that there has been a change how the canned messages are translated: before all the canned messages would be displayed in the language of Live Assist for Dynamics 365 - now the default canned messages will be available in the language of the engagement. This change allows agents to communicate more effectively and transparently to visitors. We’ve also added support for default canned messages in more than 20 languages - just configure your engagement and the agent will instantly have access to the messages in the language configured.
See: Can I send HTML tags in agent chats and canned messages?
