Creating a Chat Canned Response

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Permissions Required

Manage Canned Response - To create, edit, share, and delete Canned Responses.

In chat sessions, you can use a Canned Response created in any Workspace, provided its Medium is set as Chat. You can create Canned Responses in the Talisma Chat Workspace and use them during chat sessions.

A Chat Canned Response is listed in:

•   The Canned Response Manager.

•   The Canned Responses pane of the Chat tab in the Chat Workspace.

A Chat Canned Response cannot be used in Mailers. However, it can be inserted in Interactions if the Chat Medium is specified in the As a field.

To Create a Chat Canned Response

1.  In the Chat tab of the Talisma Chat Workspace, select the Canned Responses pane. If the Canned Responses pane is hidden, select the Reference Pane toggle option from the View menu to view the Canned Responses pane.

2.  Click New.

The New Canned Response window is displayed.

3.  To create a Canned Response, follow the instructions from step 3 in Creating a Canned Response.

Note 

•   A Canned Response that is not categorized is listed under None.

•   You can create a Canned Response with the same name in multiple Teams. However, you will not be able to share the Canned Response with a Team that already has another Canned Response with the same name.

•   Canned Responses can also be created from the Canned Response Manager.

•   You cannot attach a file in a Chat Canned Response. If you attach a file, the value of the Visible in Chat Property is set to False. Talisma will save this Canned Response as a normal Canned Response and you cannot view it in Talisma Chat Workspace.

•   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.

•   You can insert a list of Properties belonging to a RecordList tab in a Canned Response created from the Chat Workspace. For more information, see step 11 in Creating a Canned Response.

 

Tip  

Click Refresh to refresh the Canned Responses pane.