Canned Responses
Canned Responses are pre-written replies that agents can use during digital interactions to respond quickly and consistently to common queries. They are assigned to queues and can be accessed by agents using a shortcut within Contact Hub.
To access Canned Responses, go to Centralised Settings > Canned Responses.
Page controls
| Control | Description |
|---|---|
| Search | Searches across the Title, Shortcut, and Response fields. |
| Filter | Opens advanced filtering options. You can filter by Queue(s), Usage, Updated By, and Last Updated. |
| Active / Pending / Inactive / All | Filters the list by the status of the Canned Response. Select a status to show only responses in that state, or All to show everything. |
| Refresh | Reloads the data for the page. |
| Add new Canned Response | Creates a new Canned Response. |
| Undo | Reverts any unsaved changes. |
| Save | Saves any changes made on the page. |
Canned Responses table
The table lists all Canned Responses on the system. The columns displayed are as follows.
| Column | Description |
|---|---|
| Title* | The name of the Canned Response, used to identify it in this table and in the agent-facing search. |
| Status | A toggle that sets the Canned Response as Active or Inactive. Inactive responses are not available to agents in Contact Hub. |
| Queue(s) | The queue or queues the Canned Response is assigned to. |
| Usage | The number of times the Canned Response has been used by agents. |
| Shortcut(s)* | The shorthand text agents type in Contact Hub to bring up this response. |
| Response* | The pre-written message text that is inserted when the agent selects the Canned Response. |
| Updated By | The user who last made changes to the Canned Response. |
| Last Updated | The date and time the Canned Response was last modified. |
* Required field
Editing a Canned Response
To edit a Canned Response,select the entry within the Canned Response table. This opens a side panel with the following fields.
| Field | Description |
|---|---|
| Title | The name of the Canned Response. |
| Shortcut(s) | The shorthand text agents type in Contact Hub to bring up the response. |
| Response | The message text that is inserted when the agent selects the response. |
| Status | Sets the Canned Response as Active or Inactive. |
| Assign to Queue | The queue or queues this Canned Response is available in. |
The panel also displays read-only information about the Canned Response: who created it and when, and who approved it and when.
At the bottom of the panel, select Save to apply any changes, Cancel to close the panel without saving, or Delete to permanently remove the Canned Response.
Bulk actions
To select multiple Canned Responses, hover over an entry and select the tick box to the left of the row number. Repeat for each entry you want to include. Once one or more entries are selected, a Delete button appears at the top of the table, allowing you to delete all selected responses in a single action. There is no limit on how many entries can be bulk deleted at once.