How to Add & Use Canned Responses 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 do work at the backend, thus increasing efficiency.

 

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

 

Canned responses allow you to respond to such scenarios with 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

 

In this article, you'll learn:

 

1. How to Add a Canned Response

2. How to Add a New Category Under a Specific Group

3. How to Use the Canned Responses in the Chat Window

 

 How to Add a Canned Response

 

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 Canned.' A slider window opens.

 

How to add a new canned response

 

Step 3: In the new window, 

  • Choose a category in which you want to keep your canned response.

  • Give it a title.

  • Select the appropriate response from our predefined template list. You can even type your own response.

  • Click 'Add' to finish adding a new canned response.

 

Adding a new canned response for a particular category

 

The newly added canned response(s) will show up on the main screen under the specific category. You can edit or delete it 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. Category: You can change the category of a canned response.

 

Changing the category of a canned response

2. Title: You can modify the title.

 

3. Response: You can change the message to make it more engaging.

 

 How to Add a New Category Under a Specific Group

 

ProProfs Live Chat enables the categorization of canned responses for every group of operators to help you better serve your customers.

 

Modifying Canned Responses for Group

 

1. Before adding a new canned response, you can select a group from the dropdown for which you want to set up a new predefined response.

2. After selecting a group, you can be more specific by adding categories and dividing your responses category-wise to enable better assistance from operators to customers.

 

How to Use the Canned Responses in the Chat Window

 

Canned responses in the chat window can be used via multiple options.

 

Option 1: In your ProProfs Chat window, navigate to Canned, and enter a title to select the relevant canned response.

 

canned_responses_in_chat_window

 

Option 2: Alternatively, you can enter the hotkey (#title) in the chat box and select the relevant canned response from the list.

 

canned_responses_using_hashtag

 

 

That is all about adding a new canned response in ProProfs Chat.

 

 

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