How Do I Add & Use Canned Messages in Live Chat

 

ProProfs Live Chat enables you to add canned responses to facilitate quick replies to common questions and situations. These predefined messages can help you engage visitors while you take a course of action.

 

You can use them to welcome a visitor, acknowledge the visitor’s patience, request a visitor wait for an appropriate response, and so on.

 

Canned responses allow you to respond to such scenarios in a single click without requiring you to write the same reply repeatedly.

 

With canned responses, you can:

 

  • Reduce response time to common questions

  • Engage visitors with appropriate predefined responses

 

Here’s what canned messages look like:

 

Examples of Canned Responses

 

Step 1: On your ProProfs Live Chat dashboard,

 

  • Navigate to Settings >> General

  • Click 'Canned Responses'

 

Opening canned responses page

 

Step 2: To add a new canned response,

 

  • Click 'Add New.' A popup window opens.

 

How to add a new canned response

 

Step 3:

  • Create a new response by adding a shortcut and the text.

  • Click 'Save' to save your response.

 

Saving the new canned response

 

Alternatively, you can select from a list of predefined messages.

 

Step 3.1:

  • Click ‘Select Predefined Messages’ to open a list of saved responses.

 

Opening predefined responses

 

  • Click on the radio button to select your preferred Canned Response.

 

Selecting a predefined response

 

  • Click 'Save.'

 

Saving a predefined response

 

The saved Canned Responses will show up on the main screen. You can Edit or Delete them from here.

 

Deleting a Canned Response

 

When you click on the Edit icon, you get options to customize the canned response in multiple ways.

 

How to edit a canned response

 

Follow the instructions below:

 

Editing A Canned Response

 

 

  1. Title: You can edit the title as per your preference.
  2. Response: You can edit the response message to make it more engaging.
  3. Groups: You can assign a canned response to every group or a particular group of operators based on the requirements. Learn more.
  4. Action: You can save your edits or cancel them with a simple click.

 

ProProfs Live Chat also allows you to filter canned responses for a group of operators easily.

 

  • Select a group from the dropdown menu to explore canned responses associated with it.

  • You can set it to 'All' if you want to overview every canned response.

 

Filtering Canned Responses

 

 

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