What are “Canned Messages” in MyOperator and how do I create, manage, and use them in live chat?

What are “Canned Messages” in MyOperator and how do I create, manage, and use them in live chat?

⚡Quick answer -

Canned Messages are pre-written replies that any agent can insert into a chat by typing “/” and selecting the desired snippet—no Meta approval needed, provided the message is sent inside the 24-hour service window.

Owners, Admins, and Managers build and organise the shared library; Agents simply search, personalise (variables like {{contact.name}} fill automatically), and send.

When should I use this guide?

Use it if you want to:

• Cut response time on repetitive questions.

• Ensure every reply is on-brand and typo-free.

• Onboard new agents with a ready-made answer bank.

1. Feature overview

• Canned Messages = pre-written texts (plus optional images, videos, docs, buttons).

• Invoked with “/” in the chat composer—instant search and insertion.

• No Meta approval required; usable within the 24-hour service window.

2. Key benefits

• Increase efficiency – replies in seconds, agents handle more chats.

• Improve quality – brand-consistent, error-free messaging.

• Faster onboarding – new hires use the same answer bank.

• Boost satisfaction – swift, accurate, personalised responses.

4. Agent workflow: insert & send (using canned messages in conversations)

Step

Action

1

Type / in the chat composer. A pop-up lists all Canned Messages.

2

Start typing a keyword to filter; use arrow keys or mouse to pick.

3

Press Enter. The full message appears in the composer.

4

Auto-variables (e.g., {{contact.name}}) fill instantly.

5

For manual placeholders (e.g., {{order_id}}), cursor jumps to the spot—type the value.

6

Edit as needed, then click Send.

Alt text: Find and insert a message

5. Manager workflow: create & manage (for admins, owners and managers)

  1. Open Main Menu → Canned Messages.
  2. Click + Create New Message.
  3. Complete the form:
    1. Message Name – e.g., “Welcome Greeting” 
    2. Message Content – supports bold, italics, links, emojis 
    3. Variables (optional) – insert placeholders like {{contact.name}} 
    4. Attachments (optional) – image, video, or doc • Buttons (optional) – up to 3 Quick Replies or 2 CTAs
  4. Click Save Message.
  5. Back on the dashboard, use Edit or Delete to maintain the library.
  6. All saved messages become instantly available to agents via “/”.

Alt text: Creating new canned messages

6. Use cases library

Category

Example snippet

FAQs

“Our business hours are Mon–Fri 9 AM–6 PM IST.”

Greetings

“Hello {{contact.name}}! How may I assist you today?”

Closings

“Is there anything else I can help you with?”

Troubleshooting

Step-by-step guide with PDF attachment.

Promotions

"Shop our sale! [Shop Now] button links to sales page.”

7. Role-based permissions

Role

Create / Edit / Delete

Use in chat

Owner

✅

✅

Admin

✅

✅

Manager

✅

✅

Call Agent

❌

✅

Note: The Owner can customise these defaults in Settings.

8. Plan availability

• Feature is included on all subscription plans—no upgrade required.

9. Limitations

• Usable only inside the 24-hour service window; for outside-window outreach, use approved templates.

• Agents cannot create or edit messages unless given elevated permissions.

• Overuse of canned replies can feel impersonal—encourage agents to add a personal note where appropriate.

Keywords: canned messages, slash command, quick replies, WhatsApp live chat, customer support macros, MyOperator