Canned responses
Canned responses are texts your team repeats often. Each agent has its own, and whoever handles a conversation inserts them into the message without typing them again.Create a response
Go toAgents → [your agent] → Settings → Canned responses. Only the owner and admins can create, edit or delete them.
Each response has a title, a body of up to 2,000 characters and, if you want, a shortcut. The shortcut:
- Is written without the slash:
greeting, and when replying you type/greeting. - Can have letters, numbers, hyphens and underscores, up to 50 characters. Capital letters and accents are converted:
Envíosbecomesenvios. - Can’t be repeated within the same agent.
Use it when replying
It works in Conversations and in the mobile inbox. There are two ways to open the list:- With the keyboard: type
/at the start of the message or after a space, and keep typing to filter by shortcut or title. Move with the arrow keys, insert withEnterorTaband close withEsc. - With the button: tap the bookmark icon next to the message, search if needed and pick a response.
/ and doesn’t match any response, Enter sends it as a normal message.
Operators limited to some agents only see the responses of those agents. Google reviews are answered with their own flow and don’t use canned responses.
Variables
Variables like{{contact_fname}} aren’t replaced yet when you insert the response. If the message contains one, you’ll see a notice: change it by hand before sending, because the visitor would receive the text as is.