Canned Messages
Canned messages are predefined reply templates which can be used to quickly send out replies to tickets. A category is associated with each canned message, according to which agent can select canned message. Click "Canned Messages" Tab in to view the canned messages and their categories.
Here, you can perform the following functions.
Create Category
Perform the following steps to create a category of Canned Messages.
- Click "Add Category" button. It shows the following pop-up.
- Provide a name for the category.
- Click "Add". The category is created and listed in the drop-down menu.
You can create multiple categories. After creating category, the interface of this page will change.
Modify a Category
Perform the following steps to edit a category of Canned Messages.
- Select the category from the drop-down menu and click on edit Select the category from the drop-down menu and click
- You can only change the name of category. You cannot change the category type.
- Click "Update" to modify the category else click "Cancel" to discard the changes.
Delete a Category
Perform the following steps to delete a category.
- Select the category from the drop-down menu and click on delete icon to delete the category.
- The following warning message is displayed on the screen.
- Click "Yes" to delete the category else click "No" to keep it.
Create a Canned Message in a Category
Perform the following steps to create a canned message in a category.
- Select the category from the drop-down menu.
- Click "Add Canned Message" to add a canned message using the following pop-up
The administrator can attach media files such as images through "Attach a file" option present here. Click 
 icon to insert inline images.
- Provide a name of the canned message.
- You can type the message in the text area.
- You can click "Insert Placeholder" button to add any placeholder displayed in the following screenshot
- Following is a sample canned message
- Click "Submit". It lists the canned message in the white area
Attachments
While creating or modifying a canned message, the administrator can attach files and insert inline images. Use the Attach a file option to upload media files, such as images, and click the respective icon to insert inline images within the message content.
Supported File Types and Limitations
The following file formats are supported for attachments in canned messages: .doc, .docx, .xls, .xlsx, .ppt, .pptx, .xps, .pdf, .dxf, .ai, .psd, .eps, .ps, .svg, .ttf, .zip, .rar, .tar, .gzip, .mp3, .mpeg, .wav, .ogg, .jpeg, .jpg, .png, .gif, .bmp, .tif, .webm, .mpeg4, .3gpp, .mov, .avi, .mpegps, .wmv, .flv, .txt
Only one file can be attached at a time. The maximum combined file size for all attachments in a single canned message is 25 MB.
Modify a Canned Message
Perform the following steps to modify a Canned Message.
- Click on
 edit icon with for a canned message to modify it using the the following pop-up
- You can modify the name and content of the canned message.
- You can click "Insert Placeholder" button to insert the placeholders.
- You cannot change the category of an existing canned message, while modifying it. To change the category, you have to delete the canned message and create a new one.
- Click "Save" to save the changes. Else, you can click "Cancel" to not save it.
Delete a Canned Message
Perform the following steps to delete a canned message.
If you delete a Canned Message, then the users would not be able to use it while performing their tasks. Also, there is no way to restore the deleted canned message.
- Click on Delete icon for a canned message to delete it. The following warning message is displayed on the screen
- Click "Yes" to delete the selected canned message. Click "No" to not delete the Canned Message.
You have to assign the canned messages in the campaign so that the users in that campaign can use them.