Canned responses and private notes

Avoid typing text-heavy messages using Canned responses. Templatalize the common messages as a shortcode and use them using a “/”. Use Private Notes to chat privately with other agents.

It's better to have shortcuts that can help to achieve the tasks effectively; especially when writing lengthy messages consume valuable time. Conversation Management has some message writing shortcuts that give users a sigh of relief while handling a crucial customer. Let's see what they are:

• Canned responses: Enhances conversation speed through easy access to saved reply-message templates

• Private notes: Lets you chat secretly with your colleague in an ongoing conversation

Go through this document and get complete insights into these shortcuts.

Canned responses

Canned responses are saved reply-message templates that are built for faster messaging. Canned responses embed text-heavy messages within a custom expression.

Creating a canned response

To create a canned response, log in to your Conversation Management account and click the Settings tab located at the left-hand side panel. Then select the Canned Responses option. You'll get the Canned Setting window showing you the list of canned responses and an option to create a new canned response:

Figure 1: The Canned Settings window

As you are yet to create the first canned response, the window will appear blank. To create a new canned response, click on the Add New Response tab. A form-like page will appear in which you need to fill in the following details to create a canned response:

• Short Code: A short expression or word to be addressed while sending a message. E.g., Greetings. It acts as a label to the text-heavy message.

• Content: The actual message you want to send to a user. E.g., Welcome back to Conversation Management. We are here 24x7 to solve your queries in real-time:

Figure 2: Creating a canned response

Click the Add Response button. Your first canned response will get created and you'll be redirected to the Responses List window showing you the entry of your newly created response template:

Figure 3: Newly created canned response

Using the created Canned Response

Go back to the Conversations tab and select the conversation to which you want to try sending the message. In the text area, as soon as you type a backward slash '/', Conversation Management will prompt you with the list of canned responses:

Figure 4: Accesing the canned response

Select the popped-up response message and click Send. Your text-heavy reply message will be sent to the user without taking the effort to type the complete set of content.

Editing a canned response

In the Responses List tab, click the edit icon associated with the canned response you wish to edit. When you click the edit icon, the editable text area will prompt allowing you to edit each character of the response as per your choice:

Figure 5: Editing acanned response

Here, you can update the Short Code and the message content of your choice. Once done, click the Save Changes button.

Deleting a canned response

Click the delete icon associated with the canned response you wish to delete. A confirmation window will pop up asking you whether you are sure with this delete operation:

Figure 6: Deleting a canned response

Clicking the Delete button will delete the canned response permanently from your account.

Private notes

Private notes let you send private messages to your colleague, i.e. another agent or an admin, even while you are in the middle of the ongoing conversation with a customer. Each conversation head has the privilege of sending private notes. These private messages are not visible at the user-end.

To send a private note, switch to the private mode by clicking the Private Note button given in the text area. Specify the confidential information you want to convey to the other agents:

Figure 6: Sending a private note

When you send the note, you can observe that the background of the sent note is different from normal chat conversations followed by a lock symbol. This symbol emphasizes that the note is private and is visible to the other agents only:

Figure 7: Private note sent

As an alternative, private notes can be used as a bookmark too. This can help to recall the important points discussed in the earlier conversation with another agent rather than digging the chat feed manually.