Canned Response

overview the canned response feature in cobrowsing livechat allows agents to reuse frequently used chat responses quickly without typing entire messages this improves response time, consistency, and efficiency during live customer interactions access path settings → options → canned response roles and permissions admin can create, view, edit, and delete canned responses that are accessible across the entire organization admin created responses are available to all agents supervisor can create, view, edit, and delete canned responses that they specifically add these responses are available to agents reporting to that supervisor admins can also view and modify supervisor responses agent can view canned responses created by admins and their supervisors agents use these canned responses during live chat simply by typing a shortcut (keyword) features add canned response click on add canned response to create a new canned response provide keyword the shortcut text agents will type to trigger the response (no spaces allowed in keywords) response text the full message that appears when the keyword is used (max 500 characters) the newly added response becomes immediately available to all users applicable under the role permissions upload excel bulk upload canned responses using excel files in xlsx or xls formats a sample excel template is available to guide formatting upon uploading, the system validates data and notifies about errors if validation errors occur, an error sheet is downloaded for correction export export all existing canned responses into an excel sheet for backup or offline editing search and filter quickly search canned responses by keyword filter responses by creator (admin or supervisor) and by email address of the creator edit and delete hover over any canned response to see edit and delete icons quickly modify or remove canned responses as needed usage in live chat agents type the keyword prefixed by a special character (e g , " " or "/") to auto insert the corresponding canned response into the chat this method speeds up interaction and ensures communication quality limitations keywords should not contain spaces response text has a maximum character limit of 500 only roles with permission can add or modify canned responses, while agents have read and usage rights only example keyword greet response "hi, how are you? please let me know how i can help you today?"