Availability of Canned Responses in Various Operations

Irrespective of the base Object, all Canned Responses are available to be used when you:

•   Configure Rapid Responses.

•   Set the Auto send Canned Response on End Session option in the Options dialog box.

•   Insert a Canned Response:

◦   In the New Interaction window.

◦   From the Most Recently Used (MRU) list.

◦   From the Suggestion List using the AutoSuggest feature.

◦   In the New SMS Message dialog box while sending an SMS message to a Contact.

◦   In the Chat Workspace.

•   Respond to an Interaction or Sub Interaction.

•   Reply to the current Message.

•   Forward an Interaction or Sub Interaction.

•   Review an Interaction or Sub Interaction.

•   Consult a Specialist on an Interaction.

•   Add a Message to an existing Interaction or Sub Interaction.

The following table describes the various scenarios where Contact-based, or Lead-based Canned Responses can be inserted:

Object	Operation	Description
Message	Creating a Message from the Contact table view.	Only Contact-based Canned Responses can be inserted in the Message.
	Creating a Message from other Object windows, or Table Views.	Both Contact-based and Lead-based Canned Responses can be inserted in the Message.
Interaction	Responding to Multiple Interactions or Sub Interactions.	Both Contact-based and Lead-based Canned Responses can be inserted in the Reply pane.
Mailer	Creating or editing a Mailer based on the Contact Object.	Only Contact-based Canned Responses can be inserted in the Mailer.
	Creating or editing a Mailer based on an Object other the Contact Object.	You cannot insert Canned Responses in a Mailer that is based on an Object other than the Contact Object.