Canned messages help operators respond faster by saving frequently used replies. These can be accessed during a live chat using shortcut keys saving time and ensuring consistency.

💬 How to Create a Canned Message:

• Go to Chat Management > Message Management > Canned Messages
• Click Add Canned Message
• Fill out the form:
• Shortcut: A unique identifier like #greeting
• Message: The actual response text (e.g., “Hi there! How can I help you today?”)
• Click Save

During a live chat, operators can type the shortcut (e.g., #greeting) and press enter to insert the message.

📥 Importing Canned Messages via CSV:

If you have multiple canned messages, you can bulk upload them:

• Click Import CSV at the top right
• Upload a CSV file where:
• Column A = Shortcut (e.g., #pricing)
• Column B = Message (e.g., “Here’s our pricing guide...”)
• Click Upload
• The system will automatically import and display all valid entries.

🛠 Managing Canned Messages:

• Edit existing messages with the pencil icon
• Delete with the trash icon
• Use the search bar to quickly locate specific shortcuts