28.1 Workspace Conversation Resources

AIUNIFY Chat provides workspace settings for maintaining two reusable operator resources:

• Canned replies — reusable visitor-response templates.
• Tags — reusable categories applied to Conversations.

These settings affect resources available across Conversations in the current workspace.

28.2 Creating a Canned Reply

Open Canned replies settings and select New canned reply.

Enter:

• Label — the short name operators use to identify the reply.
• Reply text — the reusable visitor-facing content.

The deployed form requires both fields and limits the Label to 80 characters.

Select Save to create the canned reply.

28.3 Editing a Canned Reply

1. Open Canned replies settings.
2. Locate the saved reply.
3. Select Edit.
4. Change the Label and/or Reply text.
5. Select Save changes.

28.4 Reordering Canned Replies

Each canned reply includes up and down controls. Use them to change the saved order.

The Canned Reply picker reads the configured position order before applying its secondary label ordering, so maintaining a useful sequence can help operators find common responses more quickly.

28.5 Removing a Canned Reply

Select the delete control for the saved reply. AIUNIFY Chat asks for confirmation and warns that the deletion cannot be undone.

Deleting the saved template does not delete historical visitor messages that were previously sent using that text.

28.6 Creating a Tag

Open Tags settings and select New tag.

Enter a Label and select a Color. The interface provides a predefined color palette and also allows a hexadecimal color value.

The deployed Tag Label supports up to 60 characters.

28.7 Editing a Tag

1. Open Tags settings.
2. Locate the Tag.
3. Select Edit.
4. Change the Label or Color.
5. Select Save.

Because Tags are shared workspace resources, changes affect how that Tag is represented wherever it remains applied.

28.8 Removing a Tag

Select the Tag's delete control. The confirmation message warns that deleting the Tag removes it from every Conversation.

This is different from detaching a Tag from one Conversation. Deleting it in Settings removes the workspace Tag itself.

28.9 Recommended Maintenance

• Keep canned reply wording accurate.
• Use meaningful, concise labels.
• Move the most frequently used canned replies into a practical order.
• Standardize Tag names and colors.
• Confirm before deleting a shared Tag or reusable reply.