Canned Responses
Canned Responses are pre-saved reply templates that agents can use to quickly respond to customer queries.
Introduction:
Canned Responses are saved reply templates that agents can use to quickly respond to conversations.
Frequently used replies such as welcome messages, thank-you messages, follow-ups, and standard support responses do not need to be typed repeatedly. Agents can use canned responses to respond faster and with greater consistency.
Canned Responses support:
text-based replies
image-based replies
variable-based replies
This allows teams to create reusable response templates that are both standardized and context-aware.
Why is it important?
Canned Responses help reduce repetitive manual effort, improve response time, and increase agent productivity.
They also help maintain consistency in communication by standardizing commonly used responses across teams.
Support for images and variables makes canned responses more effective by allowing:
richer responses through media
more personalized responses through dynamic placeholders
Supported capabilities
Canned Responses support the following:
creation of a canned response with text content
creation of a canned response with an image
storage of the uploaded image along with the canned response
use of variables/placeholders within the canned response content
correct sending of the image when the canned response is used in chat
correct resolution of supported variables when the canned response is used in chat
Current behavior
An image can be uploaded while creating a canned response
The uploaded image is saved as part of that canned response
Variables can be added within the canned response content
When the canned response is selected in chat:
the image is sent along with the response, if present
the supported variables are resolved in the message output
Current limitation
Editing an existing canned response does not support:
replacing the image
removing the image
modifying the already attached image
If a different image configuration is required, a new canned response should be created.
How to create canned responses?
Login to app.limechat.ai. Go to the LimeChat dashboard.
Go to Settings
Go to Canned Responses
Click on Add Canned Response
Give a Short Code, content, use variables, images to setup the canned response as required. Make sure that you change the type of the canned response as per your need.
Click on Add to create and save the canned response
How to make use of Canned Responses?
Navigate to Tickets section on Help Desk
Open the relevant In the conversation reply box, enter / and all the canned responses will get listed. Type one or two letters of the Short Code to narrow down the results
Select the desired Canned Response and click on Send to respond to the customer
To know more about Canned Responses, check this video
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