Canned Responses Setup

Canned responses are predetermined responses to common questions during chat conversations. Canned responses can also contain links to webpages or documents. Rather than typing the same answer repeatedly or pasting from other resources, the agent can select a canned response and the response will be inserted in the conversation. To quickly find the correct response for every conversation, canned responses are stored within groups. Agents with administrator rights can create these canned responses and groups.

You can configure the Canned Responses feature under the 'Quality Assurance' tab in your Settings environment. Then click on the 'Canned Responses' tab.

 Creating groups

When starting to configuring the canned responses you will be asked to create a first group. After creating the first group you will be able to add more groups by clicking the "Add Group" button. Group titles can be edited by clicking on the title. When your done editing press enter or click somewhere else on the screen. The new group name will be saved immediately.

Adding canned responses

Add a response by typing in the "Add response field" and click on the "Add" button. You can use plain text but also hyperlinks to other pages or online documents. For example: <a href="http://google.com" target="_blank">html link</a>

Reordering groups

Groups can be reordered by clicking the "Reorder Groups" button . This will collapse the available groups to one list. Next you are able to give the group a new location by dragging the group title. When your done with reordering click the "Done reordering" button.

Reordering canned responses

Reordering canned responses is possible by using the "Move" button. You can use this button to drag the canned response to a new location. This way you are able to for example put the responses that you use the most on top of the list.

Import responses by .CSV 

For configuring a large set of canned responses it is possible use the import function. By clicking the "Import CSV" button you will be able to import a CSV file. This CSV import will only work if you use the correct format. This file should be a regular text file (.txt) and can created with Windows Notepad or similar program.

Format .txt file:

• Make the first group by typing "GROUP" (no quotes and in CAPS) on the first line of the file followed by a space and then type the group name.
• Each next line will become a new canned response within the group you just made.
• A response can be as long as you want but cannot contain any line breaks (enters) as it will become a new response.
• Using HTML is allowed. For example: <a href="http://google.com" target="_blank">html link</a>
• To create a new group with it's own canned responses just type GROUP followed by the group name and follow the instructions as mentioned above.

Example format:

GROUP Contact
Address CoBrowser.net: Zuiderpark 22 9723AH Groningen
Phone: +31202400620
GROUP Shipping information
Your order will be shipped within 4 working days
Check our track & trace system here: <a href="http://google.com" target="_blank">Track & Trace</a>