Team members are on a typing spree when they are answering a large number of leads or customers, and typing the same thing over and over may reduce their productivity. To keep things up for your team and maintain their pace, you can create well-formatted - predetermined responses for common situations. This will lessen the burden and increase the team productivity. These responses are attached with short codes so the team member doesn’t even have to search for the right response. They just have to type the short code, hit enter.
To access canned responses settings, go to Settings->Canned Responses (under CONFIGURE) or simply click here.
Once you navigate to the setting, you can add new canned responses using the Add Canned Response option as shown below.
To add a Canned Response:
Click + Add Canned Response button on the top right corner of the page
Enter a short-code you wish to use instead of a long message.
Eg, ‘hand’ (as an abbreviation for “have a nice day”)
Type the intended response. Eg., Have a nice day!
Click Upload and select an image if you want one to be sent with the text
Click Save when done
You can either keep it simple and just add a short-code and intended text phrase to speed up agents and help them respond faster or you can even create a rich message as a canned response (including emojis, images, links, etc). These short codes start with “/” to separate them from a normal text when agents are messaging. Whenever team members need to use canned responses, they can just type “/” followed by short code to insert canned response in the conversation.
Note: To edit or delete the canned response, just hover over it and your options appear on the right side.