Canned Responses

Canned responses are saved reply templates you can drop into the live chat composer to avoid retyping the same message every time. This is perfect for standard greetings, account-info requests, troubleshooting steps, closing remarks, and more.

Each response has a title, a message (rich text), and an optional shortcode for lightning-fast keyboard insertion.

Managing canned responses

To manage your canned responses:

1. Go to your Agent’s dashboard.
2. Navigate to Settings > Live Chat.
3. Scroll to the Canned Responses section.
4. Click the + New button to add a new canned response.
5. Provide a Title, a Message, and (optionally) a Shortcode.
6. Click Save.

Shortcodes

A shortcode is a short keyword (e.g. greet, refund-policy, out-of-office) you assign to a canned response so you can insert it quickly without taking your hands off the keyboard.

To use a shortcode: in the live-chat composer, type a backtick followed by the shortcode (e.g., `greet). A floating menu shows matching responses as you type. Press Enter to insert the highlighted one, or click it. Pressing Esc dismisses the menu.

Variables

In the message editor, type {{ to insert a variable. Variables resolve dynamically at insert-time against the current conversation context — e.g. {{contact_fname}}, {{contact_email}} — and fall back to an empty string if the value is unknown.

Inserting a canned response

There are three ways to insert a canned response from the chat composer:

• Picker: Click the bookmark icon in the reply composer. You can search for a canned response by title or shortcode, and click it to insert it into the composer.
• Shortcode: Type a backtick followed by your shortcode (e.g. `greet). A floating menu shows matches; press Enter or Tab to insert the highlighted one.
• Slash command: Type /, then choose Canned response from the menu to open the picker.