How to create saved reply templates with automatic responses?

You can use canned replies to save responses for frequently asked questions, which will help reduce response time and increase an agent's productivity.

Automatic replies allow you to save frequently sent messages as templates. Whenever you need to use a saved reply in a conversation, you can access the canned replies by typing / followed by a shortcut.

How to create an automatic reply?

Any agent/administrator on the account can create/modify a canned reply. To add a new canned reply, follow the steps described below.

Step 1. In the sidebar, click Settings → Canned Replies → Add canned reply. By default, there are no canned replies available on the account.

Step 2. This will open a page like the one shown above. Add your Short Code and Reply Content. Click "Submit."

1

Shortcut

Write a short code that you can easily remember to use later. The minimum required length is 2 characters. Each shortcode is unique.

2

Message

Type the message you want to save as a template.

Your shortcut is the text you would type after / to search for and use this canned reply. For example, if your shortcut is "saudacao_cliente", you would type "saudacao_cliente" to use this reply.

The content of your reply is the actual text that will be sent to the customer.

How to modify or delete an automatic reply?

Step 1. Open the list of your automatic replies in Settings → Automatic replies . Locate the automatic reply you want to edit. Click the Edit button (pencil icon) if you want to edit it. Click the delete button (red cross icon) if you want to delete it.

Step 2. If you are editing the automatic reply, you will see a modal with pre-filled information. You can edit the access code and the message. Click Submit to save the changes. Click Cancel if you want to discard the changes.

How to use a canned reply in a conversation?

To access automatic replies while you are chatting with a customer, type / in the text editor. This will display a list of all automatic replies. You can choose from the list or simply type the access code if you remember it. Then press the Enter key and your text editor will be filled with the reply.