Feature Training: Canned Messages

1. Overview

• What is this feature?
  Canned Messages is a powerful tool that allows your team to create, manage, and use pre-written messages . It's designed to make your customer conversations faster, more consistent, and more efficient.

• This can be used within 24 hour service window and creating these canned messages will not require meta approval.

• What problem does it solve?
  It eliminates the need for agents to manually type the same answers over and over again for frequently asked questions, saving time and reducing errors.

2. Key Benefits

• 🚀 Increase Efficiency: Respond to customers in seconds, not minutes. Agents can handle more conversations daily by eliminating repetitive typing.

• ✅ Improve Communication Quality: Ensure every response is accurate, professional, and consistent with your brand voice. No more typos or inconsistent information.

• 🎓 Faster Agent Onboarding: New team members can become productive immediately by using a pre-approved library of answers for common questions.

• 😊 Enhance Customer Satisfaction: Deliver quick, accurate, and personalized responses that make your customers feel valued.

3. Feature Highlights

• ⚡ Quick Insertion: Type / in the chat box to instantly search for and insert the perfect message.

• 👤 Powerful Personalization: Use variables like {{contact.name}} that automatically fill in customer details for a personal touch.

• 🖼️ Rich Content Support: Go beyond text. Send messages with images, videos, documents, and interactive buttons (like Quick Replies or "Visit Website" links).

• 🗂️ Centralized Management: A dedicated dashboard for Admins & Managers to create, edit, and organize all Canned Messages for the entire team.

4. How to Use This Feature

This feature works in two ways: one for agents using messages in chats, and one for managers creating them.

Part A: For Agents (Using Canned Messages in Conversations)

Step 1: Find and Insert a Message

• In the chat composer, simply type the slash key: /

• A pop-up will appear showing a list of available Canned Messages.

• Start typing a keyword to search by name or content. The list will filter in real-time.

• Use your mouse or arrow keys to select the message you need and press Enter.

Step 2: Personalize and Send

• The message content will instantly appear in your chat composer.

• Any auto-populated variables (e.g., customer's name) will be filled in automatically.

• If there are any manual variables (e.g., {{order_id}}), the cursor will jump to that spot so you can fill in the details.

• The entire message is fully editable, so you can add a personal touch before clicking Send.

Part B: For Owners, Admins & Managers (Managing the Message Library)

Step 1: Access the Canned Messages Dashboard

• Navigate to the main menu to find the "Canned Messages" section. Here you will see a list of all existing messages.

• You can search the list by message name or content, and use the Edit or Delete actions for any message.

Step 2: Create a New Canned Message

• Click the "+ Create New Message" button.

• Fill out the form:

• Message Name: A short, memorable name for the template (e.g., "Welcome Greeting").

• Message Content: Type the body of your message. Use the formatting toolbar to add bold, italics, links, and emojis.

• Variable (Optional)s: Use the variable button to insert placeholders like {{contact.name}} for auto-personalization.

• Attachments (Optional): Attach an image, video, or document that will be sent with this message every time.

• Buttons (Optional): Add up to 3 Quick Reply buttons or up to 2 Call-to-Action buttons (e.g., to link to your website).

• Click "Save Message" to add it to your library.

5. How This Helps Your Business

Canned Messages helps your business streamline customer interactions. Your agents will save significant time on repetitive questions, allowing them to focus on solving more complex issues. This leads directly to faster response times, more consistent branding in your communication, and ultimately, happier and more loyal customers.

6. Key Use Cases

Here are a few ways you can use Canned Messages:

• Answering FAQs:

• "What are your business hours?"

• "What is your return policy?"

• "Where are you located?"

• Standard Greetings & Closings:

• "Hello {{contact.name}}! Thanks for reaching out. How can I help you today?"

• "Is there anything else I can assist you with?"

• Troubleshooting & Guides:

• Send a message with step-by-step instructions and a helpful document attached.

• Promotions & Announcements:

• Send a promotional message with a "Shop Now" button that links directly to your sales page.

7. Default Permissions by Role

By default, different users have different levels of access to the Canned Messages feature.

• Owners, Admins, and Managers:

• ✅ Can create, edit, delete, and manage the entire library of Canned Messages.

• ✅ Can use all Canned Messages in conversations.

• Call Agents:

• ❌ Cannot create, edit, or delete Canned Messages.

• ✅ Can view and use all available Canned Messages in conversations.

Note: The account Owner has the ability to change these default permissions in the settings.

8. Plan Availability

• This feature is available on all subscription plans.