Canned response is a predefined text that is created and stored in your live chat system and answers a customer's question. It's useful to have canned responses answering most popular general questions, like providing the company contact information, hours of operation, online store delivery terms, etc. This will reduce response time in many chats and increase your customers' satisfaction.
There are several ways to create canned responses for your live chat account:
While using the form, responses are added one by one, importing from a spreadsheet allows you to create all of them in just a few clicks:
Some applications may ask about encoding of the file and the separator when you try to open the sample file. Make sure to select Unicode or UTF-8 as encoding, and comma as separator.
The spreadsheet template contains the following columns:
company
, department
, or operator
. Please make sure there are no spaces at the end. company
;department
; operator
. Once you have your template populated with data, proceed to Step 3 of the "Create Several Canned Responses from a Spreadsheet" form - upload the file back to your account:
If you get an error, try searching for it in the "Possible errors" section of the "Managing canned responses" category in the user manual, or contact us in the support chat, we will be happy to help you.
If you need to add more responses later, you can do it using another sample file in the same. It won't delete or overwrite any of your existing responses.
To group your canned responses you have to use a special syntax in their titles:
[group/subgroup/sub-subgroup/...]Canned response title
A nesting principle is used here so the final result looks like a tree structure in a file explorer on your computer, when there is a root directory with (or without) sub-directories which in their turn might have more sub-sub-directories, etc.
To illustrate it, here is an example of a grouping:
[General/Policies]Refund
[General/Policies]Cancellation
[General/Compliances]GDPR
[General/Compliances]HIPAA
This creates one main group "General" and two sub-groups within it, "Policies" and "Compliances", which have two responses each. Getting back to the explanation of template columns and specifically - the Title column, you cannot have two identical titles within one group or sub-group that is last in the structure. In our case, you cannot have two titles "Refund" within the group "Policies", or two "GDPR" within the group "Compliances".
It's not necessary to create groups/sub-groups, it's absolutely up to you and for your convenience.
You might also take a look and try the live chat canned responses templates we made for different cases that are common for most companies. We gathered several versions of responses for each case, using very basic titles, so you will need to review and edit them before uploading. We included explanatory text within square brackets "[]" in the responses, but please bear in mind that it's not variables but serves to explain what and where should be used instead - a company name, operator's name, customer's name or a specific situation or an action. Your agents might need to replace text and brackets with their own versions that correspond to a situation they are handling.
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