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How to Manage Canned Messages

Canned Messages are pre-defined messages used for easy re-use and access in the future. Canned messages are usually created for greetings, frequently asked questions, and more. During a chat, an agent can send canned messages to visitors quickly by using shortcuts.

Canned messages include public canned messages and private canned messages. 

  • Public canned messages can be used by all agents in the same site. Administrators and agents who have required permission can create, edit, and delete any public canned messages or URLs. To set permission for non-admin agents, see this article
  • Private canned messages are accessible to the creator agent only. An agent by default has permission to create, edit, and delete their private canned messages or URLs. 

This article introduces the steps to create a canned message and the sorting rules of canned messages.

Create a Canned Message

To create a canned message, follow these steps:

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to Global Settings > Canned Messages. kb-cmsg-01.png
  3. Under Pubilc or Private tab, click New Canned Message.
    kb-cmsg-02.png
  4. Enter the name, category, message, and shortcuts for the canned message.
    When inputting the message, you can use the Insert Dynamic Info and Insert Link buttons on the toolbar.
    • Insert Dynamic Info: Insert a piece of information that varies depending on the chat, ticket, and so on. For example, you can insert the visitor's name into the message.
    • Insert Link: Insert hyperlinks into the message to make URLs more readable to the visitor. Input both the text to display and the URL for the hyperlink. 
    newcannedmessage1.png
  5. Click Save. The canned messages can be used after changes are saved successfully. 

Canned Message Sorting Rules

Canned messages are sorted by the first character in their names in ascending order. The sorting order is as follows:

  1. Spaces
  2. Symbols other than numerals and letters
    • Hyphens and apostrophes are ignored
    • Other symbols are sorted according to their ASCII values in ascending order. 
  3. Numbers (0 through 9)
  4. Letters (A through Z)