Create Canned Messages from within the Account Dashboard

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Article ID: 72 | Last Modified: 05/01/2008

Canned Messages are pre-formatted responses or answers that are available to operators within the Operator Console. Canned Messages help operators respond to visitor questions or inquiries faster and with more accuracy (and without having to type).

Canned Messages can be created by administrators within the Account Dashboard and then assigned to one or many departments for use.

First, Create a Canned Message Category

Canned Messages are organized into categories. To create a Canned Message category, follow these steps:

1. With an Administrator Account, sign in to the Account Dashboard
2. Go to the "Canned Messages" section
3. Click the "Create New Category" button
4. Complete the information requested and assign the category to one or multiple departments
5. Save the category

Second, Create a Canned Message

The next step is to add individual Canned Messages to the Canned Message category. To create a Canned Message, follow these steps:

1. Click the "+ Add New Canned Message" link under the Canned Message category you created above
2. Enter a short Title that will summarize for operators what is in the Canned Message
3. Enter the full Canned Message into the Message field.
4. Save and repeat as necessary

Canned Messages will then be available to operators within the assigned departments upon their next sign in to the Operator Console. NOTE: If operators are signed in to the Operator Console before or while a Canned Message or category is being created, they will not be able to view the Canned Message or category until they sign out and sign back in again.