Canned messages are short, prewritten messages that agents can send automatically to customers during their chat session to help save time and improve efficiency.
Canned messages allow you to respond to customers' questions promptly without having to research or write out your answer every time. Typically, canned messages are used most frequently for:
- Quick greetings
- FAQs responses
- Data collection
Agents have full control over which canned messages they send to customers, and whether or not they choose to customise the message.
These quick, pre-written responses enables agents to manage more chats concurrently whilst giving customers the support they need, as well as being effective at reducing response times. Agents also have more time to personalise the message for each specific customer if necessary, which can boost your customer satisfaction ratings.
Canned message functionality includes:
• queue-specific messages
• dynamic variables, e.g. agent name
• automatic welcome messages (configured at queue level)
• automatic follow up messages (configured at queue level)