About Using Canned Responses in Chat

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Contacts often require generic information such as Product Catalogs, Price lists, and Policy documents. Responses of a similar kind that are often used to answer these frequently asked questions can be stored as Canned Responses, and used repeatedly. Using a Canned Response facilitates faster responses. Canned Responses created for the Chat Medium are referred to as Chat Canned Responses.

From the Talisma Chat Workspace, you can create, edit, locate, insert, categorize, share, and delete a Canned Response. Canned Responses created from the Chat Workspace have the Medium set as Chat.

You can also configure a Canned Response to be sent automatically at the end of a chat session. For more information, see Setting Chat Media Options.

Note  •   When a Canned Response is used in a chat session, the usage count for the Canned Response is incremented. The usage count indicates the number of times a Canned Response has been used in Interactions, Mailers, and chat sessions. •   Canned Responses can be categorized. A Canned Response that is not categorized is listed under None. •   You cannot insert attachments in a Chat Canned Response. •   When creating a Chat Canned Response, you can format the text, and insert hyperlinks in the Chat Canned Response. However, when you send a Chat Canned Response from the Transcript pane of the Chat Workspace, only plain text content is displayed to the visitor.