Adding Canned Messages

Activa Live Chat Support » Miscellaneous » How To

Article ID: 29 | Last Modified: 05/14/2008

Activa Live Chat has broad support for creating, managing and using Canned Messages. Canned Messages are pre-formatted responses or messages that allow operators to react to common or complex inquiries faster and more uniformly with a single click.

There are two distinct ways to add Canned Messages to Activa Live Chat:

1. By Administrators within the Account Dashboard
2. By Individual Operators within the Operator Console

Administrator Created Canned Messages

Administrators (Account Owners, Super Administrators, and Sub Administrators with privileges for Departments & Operators) can create and manage Canned Messages that will be available to Operators within specific Departments.

1. Sign in to the Account Dashboard
2. Go to the Departments & Operators section
3. Click the Canned Messages link under any deparment
4. Start by clicking the Add New Category button to create a Canned Messages category (as all Canned Messages are categorized)
5. After you have at least one category setup, click Add New Canned Message (repeat as necessary)

Canned Messages created by administrators will automatically appear in the Operator Console for all operators within the department in which the messages were created. Administrator created Canned Messages can be noticed by the small lock icon next to them in the Operator Console. This type of Canned Message cannot be edited or deleted by operators.

Operator Created Canned Messages

Individual operators can create and manage their own Canned Messages directly from within the Operator Console.

1. Sign in to the Operator Console
2. Click the Manage button under the right-side column titled Canned Messages
3. Click the Add New Category button to create a new Canned Message category (as all Canned Messages are categorized)
Now select 'Messages' from the dropdown and then select the appropriate category from the next dropdown
4. Next, click the Add New Message button to create a new Canned Message (repeat as necessary)

Canned Messages created by operators will only appear within that operator's account once they sign in to the Operator Console. This type of Canned Message can be fully edited and managed by the operator.