How to create Canned Messages in IM?
What are Canned Messages?
Canned Messages are pre-drafted responses to frequently asked questions that you can use during an interaction with customers. They allow you to respond to customers' questions promptly without having to write the same answer every time. This way, you can manage more chats concurrently while giving customers the support they need, as well as being effective at reducing response time. Typically, canned messages are used most frequently for:
- Quick greetings
- FAQs responses
- Data collection
Note:
- Canned messages added here are available across all the instant messaging services supported in Zoho Desk.
Creating Canned Messages
As an administrator, you can create canned messages that can be used by all agents answering chats at your help desk.
To create a canned message:
- Log in to your Zoho Desk account with Administrator privileges.
- Click the Setup icon (
) in the top bar.
- Click Instant Messaging under the Channels menu.
- Click Canned Messages under the Instant Messaging sub-menu.
- Select a department from the top of the page.
The canned message will be created in the chosen department. - Click Create Canned Message in the top right corner.
- On the Create Canned Message page, do the following:
- Enter the name of your canned message.
- Enter the relevant tags to find the message during a search.
- Type in your message along with placeholders and emojis.
Note: The message should not exceed 1600 characters. - Type the $ key to include dynamic content like contact name, address, and agent name in the reply.
- Click the Emoji icon (
) to insert an emoji into your message.
- Click Save.
Editing Canned Messages
You can edit canned messages to personalize them further or tailor your answer to a particular question.
To edit a canned message:
To edit a canned message:
- Log in to your Zoho Desk account with Administrator privileges.
- Click the Setup icon (
- Click Instant Messaging under the Channels menu.
- Click Canned Messages under the Instant Messaging sub-menu.
- Select a department whose canned message you want to edit.
The messages added for the department will be listed. - Click the More icon (
) corresponding to the message you want to edit, then select Edit Message.
- Make the required changes to the canned message.
- Click Save.
Deleting Canned Messages
You can delete canned messages you no longer need at any time.
To delete a canned message:
To delete a canned message:
- Log in to your Zoho Desk account with Administrator privileges.
- Click the Setup icon (
- Click Instant Messaging under the Channels menu.
- Click Canned Messages under the Instant Messaging sub-menu.
- Select a department whose canned message you want to delete.
The messages added for the department will be listed. - Click the More icon (
- Click Yes Delete to confirm the deletion.
Searching Canned Messages
You can search for canned messages by tags using the search bar. Enter the relevant tags to fetch the messages matching them.
Frequently Asked Questions
I don't see the canned messages I created. Where are they?
Canned messages are specific to the department they are created in. If you've created a canned message for a particular department, that message will only be available when you choose that department from the drop-down menu displayed at the top of the page.
Can I create agent-specific canned messages?
Canned messages created in your help desk will be shared with the entire organization. You can create messages for departments but not for specific agents in the organization.
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