Inserting a Canned Response in a Message

You can insert multiple canned responses in a message using the Canned Response Manager. The Canned Response Manager lists all the canned responses that are available.

To Insert a Canned Response in a Message

1.  From the Interaction Table View, click the required Interaction ID link to open the Interaction page.

2.  In the Communication Info pane of the interaction, click the Reply, Reply All, Forward, or Consult action button, as required.

3.  Place the cursor in the message area where you want the canned response inserted, and go to the Insert > Canned Response.

The Canned Response Manager is displayed.

4.  Using the search options, perform a search for the required canned response.

The Results area lists canned responses that match the search conditions.

5.  Select the required canned response from the Results area.

The Preview area displays the content of the selected canned response.

6.  Click Insert to insert the canned response into the message.

Repeat these steps to insert more canned responses.

Note

To insert a canned response using a shortcut:

a.  Position the cursor where you want to insert the canned response.

b.  Type its prefix followed by its shortcut key and then press the space bar.

Any inline and non-inline attachments in the canned response are also included when it is inserted.