What are Canned Messages?  

1. Save time
   
2. Stay on-brand
   
3. Reduce errors
   
4. Provide consistent service
   

Why use Canned Messages?   

1. Respond faster to repetitive queries (like shipping times or return policies)
   
2. Stay consistent with your brand’s voice and policies
   
3. Scale support without increasing team workload
   
4. Support new agents with ready-to-send replies
   
5. Keep customers happy by cutting down on wait time
   

When should you use Canned Messages?   

How to configure Canned Messages

1. Log in to your Zoho Desk.
   
2. Click the Setup ( ) icon in the top bar.
   
3. Go to Channels > Instant Messaging > Canned Message.
   
4. Select a Department from the top of the page.
   
5. Click Create Canned Message in the top-right corner.
   
6. Fill in:
   
1. The Name of the message
   
2. Relevant Tags for easy search.
   
3. Your Message Content (Add emojis and placeholders). Keep each message under 1600 characters.
   
7. Press the $ key to include dynamic content like the contact name, address, and agent name in the reply.
   
8. Click Save.
   

Supporting multiple languages   

1. Create versions of each message for different languages (e.g., ReturnPolicy_EN, ReturnPolicy_FR).
   
2. Use tags like #EN, #FR, #DE to help agents find the right message.
   
3. Train agents to choose based on customer language.
   

1. Agents can insert a canned message in English, then click Translate and select a language.
   
2. Ideal for one-time translations or less common languages.
   

Zia’s translation may slightly alter the tone. Use manual translations for important or sensitive messages. 

How do agents use Canned Messages?  

1. Open the IM Inbox in Zoho Desk.
   
2. In the message composer, type # or click the # icon.
   
3. Search by Name or Tag (e.g., #shipping, #EN, #return).
   
4. Select a Canned Message; it’ll appear in the composer.
   
5. Edit or personalize it if needed.
   
6. Click Send.
   

Use Zia Translate if the customer needs a different language. 

How to make the most of Canned Messages     

1. Use consistent naming: Topic_Action_Language format (e.g., Shipping_Info_EN).
   
2. Tag everything clearly for a quick lookup.
   
3. Keep messages concise, but personlize when possible.
   
4. Regularly review and update messages. Remove outdated ones.
   
5. Train agents to tweak canned messages before sending to avoid sounding robotic.
   
6. Use native speakers to check translations.
   

Editing a Canned Message   

1. Navigate to Setup > Channels > Instant Messaging > Canned Messages.
   
2. Pick the department and find the message.
   
3. Click the More (⋯) icon next to it.
   
4. Select Edit Message.
   
5. Update the content, name, tags, or placeholders.
   
6. Click Save.
   

Deleting a Canned Message   

1. Navigate to Setup > Channels > Instant Messaging > Canned Messages.
   
2. Choose the department and locate the message.
   
3. Click the More (⋯) icon.
   
4. Select Delete Message and confirm.

This action is permanent. Copy the message content first if needed.   

Temporarily disable a Canned Message   

1. Navigate to Setup > Channels > Instant Messaging > Canned Messages.
   
2. Find the message and toggle the switch OFF.
   

The message stays in the system, but the agent view will not be able to view it.

Re-enable a disabled message   

1. Navigate to Setup > Channels > Instant Messaging > Canned Messages.
   
2. Find the message and toggle the switch ON
   
3. Message becomes available to agents again instantly in the assigned department.
   

1. Useful for seasonal messages and temporary take-downs.
   
2. Ideal for testing new messages without deletion or loss of content.
   

Summary of Admin actions   

Sample Canned Messages  

Troubleshooting and fixes   

Frequently asked questions