Canned Responses

A canned response is a pre-written reply your agents can drop into a conversation instead of typing the same answer again. You can scope each response to particular teams and channels, so agents only see the ones that make sense for the work in front of them. This article walks you through creating and managing them.

To access the Canned Responses tab options:

1. In your browser, log in to TextPeak with manager access privileges.
2. In the main TextPeak menu, select the Inbox tab.
3. Next, click Settings at the bottom left and navigate to the Canned Responses tab.

The Canned Responses tan opens with the panel on the left listing All teams plus each of your teams with the number of responses available to it. Select a team to see only its responses.

Creating a canned response

1. Click New template in the top right.
2. In the pop-up window that appears, select the teams that should be able to use the response.
3. Select the channels it applies to.
4. Enter a name for your new message template. Agents see this name when picking a response, so make it clearly describe the situation.
5. Enter the template text.
6. Save the changes.

Reading a response card

Each card shows the information described below.

Scoping a response to teams and channels

Scoping keeps each team's list short and stops the wrong reply reaching the wrong contact: a WhatsApp-specific wording sent over SMS, or a sales response used by a support agent.

1. On the response card, click the pencil icon.
2. Change the teams, the channels, or both.
3. Save the response.

A response set to All teams is available to everyone, and one set to All channels works on every channel. Click to edit the template and follow the required steps to narrow either as soon as a response stops being universally useful.

Editing or deleting a response

1. Select the team whose responses you want, or select All teams.

2. On the card, click the pencil icon to change the response text.

3. Confirm the change.

   

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   NOTE

   Below the message box on the right, you will see the number of characters that will be sent within the specified number of SMS message(s).

   The UTF8 indicator will alert you if you use non-Unicode characters. The single message limit will decrease to 70 characters when non-Unicode characters are used:

4. Alternatively, click the bin button and confirm that you want to delete it.

For the rest of the manager options, see the Manager's Guide: Inbox Settings page.