canned-responses-omnichannel-managers-guide.md

Canned Responses Omnichannel Manager's Guide

{% hint style="info" %} Canned responses allow you to save message snippets that you can call with shortcuts (preceded with !) to communicate a quick note to your visitors in Omnichannel and for messaging in regular conversations inside your Rocket.Chat's workspace. {% endhint %}

If you are using canned responses for the first time, please check the Rocket.Chat Admin's guide for canned responses or contact your workspace Administrator to enable canned responses on your workspace.

Create Canned Responses

To create Canned Responses, follow these steps

• Go to Administration > Omnichannel > Canned Responses. A list of Canned Responses can be seen if they exist
• Click on + New
• Update the required information and Hit Save. A new Canned Response is ready to be used by typing ! in the message box.
  • Shortcut: The shortcut of your new canned response.
  • Message: Enter your message using any placeholders available. You can also preview the message anytime by switching between the Editor and Preview tab.
  • Tags: Set the tags for your canned response. This helps agents find canned responses specific to a particular topic
  • Sharing: Lets you set the usage level of your Canned Response
    • Public: Anyone across your workspace can access your canned response.
    • Department: Anyone in the selected department can access your canned response.
    • Private: Only you and Omnichannel managers can access your canned response.

Manager create canned response from within chatroom

You can create a canned response on the go from within a conversation.

To create a canned response in a conversation,

• Click on the Canned Responses icon by the top right.
• Click on Create and fill in the required details.

Filtering Canned Responses

You can filter canned responses from the main page by:

1. Search: Searching the Canned Message shortcut or message text.
2. Sharing: You can filter by sharing.
3. Created By: You can filter by name of the user who created the canned responses.

{% hint style="info" %} You can find the canned response agent guide here. {% endhint %}