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What are canned responses?
Canned responses are predefined messages, that can be quickly recalled through a shortcut. It is a very effective way to shorten the response time of the Agents to the Clients and help to cut the repetitive typing for the same questions.
Canned responses are supposed to help agents be more efficient and save until 87% of waiting time for a response from the Client side and increase customer satisfaction. Apart from being a huge time saver, canned responses help avoid typo mistakes, especially w complicated names, addresses, URLs etc.
Using Canned responses
To use a canned response in chat, Agent should type hash sign # followed by an appropriate shortcut. Agent has 2 options to add shortcut into Input field: to choose from the pop-up with the list of canned responses or begin to type a shortcut from the beginning.
When Agent starts typing, a visual menu pops up and prompts only hashtags which are beginning with written letters, and Agent can click on the line with the “mouse” or use keyboards shortcuts to choose the needed answer. After putting space after shortcut it is turning to the chosen full answer automatically.
Canned responses are divided into groups with a common theme, or Case Type (Products, Complains, Credit card activation, etc.).