How to create and use Canned messages in LiveAgent

In this video tutorial I will show you how to create and use Canned mesagges in LiveAgent.

Canned messages allow you to quickly answer common demands with a standard reply. They help you to speed up your response by using a predefined sequence of text.

Video Instructions

  1. To create a canned message Navigate to Configuration…Automation…Canned messages and click on Create message….
  2. Add keywords to find your canned message faster…
  3. Add the content of your message…
  4. Set the availability to All, Me or the general department.
  5. Hit create.
Now, let’s see how to use canned messages in practise. Navigate to tickets… and open a ticket where you want to reply…To trigger a Canned message simply hit CTRL+Space while typing or click the canned message icon and select a message… Tip: Using keywords will help you speed up the search process.

Canned messages Text Setup

If you prefer text with screenshots instructions over video, see Canned messages setup guide.