Canned Responses

SUMMARY

This article will discuss canned responses how they are used, and how they can be stored and helpful to you.

Canned Responses are used for you to quickly insert messages that you frequently type into the chat window.

The following topics are discussed in this article:

• Variables Allowed in Canned Responses 
• Storing Canned Responses
• How to use Canned Responses
• Global Department Canned Responses

INFORMATION

Variables Allowed in Canned Responses

There are currently two variables allowed in a Canned Response

%%user%% - This variable will insert the visitor's login name into your Canned Response
(example: Hello %%user%% ! How may I help you today?)

%%operator%% - This variable will insert the operator's name into your Canned Response.
(example: Hello %%user%% ! My name is %%operator%%, how may I help you today?)

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Storing Canned Responses

Canned responses can be stored so that you can use them on the fly, while you are chatting with a visitor. To store your canned responses you will follow the following instructions.

1. Login as an Operator (Do NOT login through WinAPP).
   
    
2. Once you are logged in you will click the Canned Responses link towards the top center of your screen. It is located right above Launch Monitor Request Window and right below the Support Rating.
   
    
3. You should now be on the Operators: Canned Responses page. On this page you can enter in your canned response information and Submit to save.
   
   Reference - This is what you want to name the Canned Response entry. (So if you are entering your hello message to your visitor you might name it something like "My Greeting")
   
   Message - Finish filling out the message for your visitor
   (example: Hello %%user%% ! How may I help you today?)
   
   Department - You can specify the command to be used for only a specific department or All departments.
   
   
   
   
4. After you have saved the response it will now be displayed in the canned response list.
   
   
   
5. Continue on entering the rest of your canned responses and you can now begin using them!
   

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How to use Canned Responses

To use your stored canned responses you will access them from inside of the operator chat window. At the middle left side of the chat window there is a drop down menu for canned responses.

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Global Department Canned Responses

Your administrators can setup global canned responses for each department. These global canned responses allow for all operators in a certain department to share certain canned responses.

Your administrators can add the canned responses by logging in as an admin and going to Manage Departments. In there they can select canned responses next to the corresponding department.

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