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Canned answers

Canned answers are replies you can save for frequently asked questions, or templates for repeatedly used phrases. They streamline customer support by providing efficient, ready-made solutions for quick communication.

From the Canned answers menu, the user can select and send previously saved answers. The menu can be quickly accessed by typing ! into the input field. After selecting an answer, the agent can always edit it before sending. 

Managing answers

Canned answers are room specific, so that you can create more focused answers for each use case. 

Use categories to find answers more efficiently

To have even more relevant canned answers for the ongoing case, categories can be added to the Canned Answers. These allow agents to search Canned Answers based on the answer contents,  but also based on the category assigned to the answer. You could for example create a be “billing” which then could be attached to all billing related canned answers.