Add canned responses to a workgroup

You can create "canned" response messages to use during chat sessions for quick replies, or to dispense frequently-used information. Global canned responses are available to all members of the workgroup and are accessible from the Chat window in the Agent Console.

To add a global canned response to a workgroup:

  1. Click the Live Assistant tab.

  2. In the Workgroup Summary screen, click the name of the workgroup.

  3. In the sidebar pane under Workgroup Settings, click Canned Responses. The Canned Responses screen displays.

  4. Add a canned response category:

a.

Click the Add Category link. The Workgroup Add/Edit Category screen displays.

b.

In the Category Title field, type a name for this category (for example, "Greetings").

c.

Click the Add Category button. The new category is added to the list.

  1. Add a response to the category:

a.

Click the Add Response link for that category. The Add New Canned Response to Category screen displays.

b.

In the Response Title field, type a name for this response.

c.

In the Response Type field, select a type from the list.

d.

In the Response Body field, type the canned response text (or enter the URL for a page or image if applicable).

e.

Click the Add Response button.