27.1 Purpose of Canned Replies

Canned replies are reusable message templates for common visitor questions or repeated operator responses.

They are intended to speed up live-chat work while still allowing the operator to review and edit the text before sending it.

27.2 When the Canned Reply Control Appears

The Canned reply control appears above the visitor Reply composer when the workspace has at least one configured canned reply.

If there are no canned replies, the picker does not appear.

27.3 Opening the Picker

1. Open and claim the live Conversation.
2. Make sure the composer is in Reply mode.
3. Select Canned reply.
4. Review the available saved replies.

27.4 Searching Canned Replies

The picker includes Search canned replies….

Search checks both the canned reply's label and its saved content, allowing you to locate a response by topic or wording.

27.5 Selecting a Saved Reply

Selecting a canned reply copies its saved content into the current Reply textarea.

It does not automatically send the message.

27.6 Edit Before Sending

After selecting a canned reply, review and customize the text for the current visitor before selecting Send.

This is important because saved wording may need a customer name, product detail, link, or other Conversation-specific information.

27.7 Canned Replies and Notes

The deployed operator console provides canned replies in Reply mode rather than the internal Note mode.

Canned replies are designed for visitor-facing communication.

27.8 No Search Matches

If the search term does not match any saved label or content, the picker displays No matches. Clear or change the search phrase to see additional replies.

27.9 Canned Reply Best Practices

• Create clear labels that operators can recognize quickly.
• Keep reusable text accurate and current.
• Personalize before sending where appropriate.
• Do not treat a template as a substitute for reading the visitor's Conversation.
• Update or remove canned replies whose information has become obsolete.