Canned Responses

Canned Responses are a great way to answer your customers more efficiently. You can prepare short messages, links, or even entire articles in your database and call upon them anytime during a chat.

In this article, you'll learn:

• How to add a canned response
• How to save a message as a canned response
• How to send a canned response
• How to start a chatbot from the conversation

What are Canned Responses & their benefits

At Tidio, we understand Canned Responses as the pre-defined responses to the most common questions your website visitors & customers may have. Using canned responses comes with a few main benefits:

Save Time

Pre-defined Canned Responses can improve your efficiency and reduce your chat handling time while using them when handling tons of questions every day.

Confidence

Boost your team's confidence in solving the most common customer issues. Help your operators be prepared for your customer's questions with ready-to-use answers.

Control

Your brand voice matters, and so do the messages your operators send on behalf of the business. Canned Response can help you set the tone of the messages to ensure customer satisfaction.

Easy management

You can organize your Canned Responses with tags that allow you to create separate categories for easy management & increased searchability.

Add Canned Responses

To add a new canned response, head to Settings > General > Canned Responses section. Click on the +Add a new Canned Response in the upper right corner to create a new response.

You'll see a new window where you can type in your canned Response and decide whether you wish the canned response to stay private (only to your view) or visible to all agents. 

You can also use tags to organize the canned responses into categories based on the customers' questions or as names for specific canned responses to find them quickly during the conversation.

You can choose already existing tags from the drop-down list after clicking on the Add tags field or create one by starting to type a new tag name.

Example:

Let's say I am creating a new canned response, and I want to ensure I can find it quickly during the conversation. I will fill in the canned response message and create a new tag that can also work as the name of my canned Response.

I will create a new tag called "content" to, later on, find the canned Response quickly during the conversation with my website visitor.

I can easily find the canned Response by typing in the "/content" during the conversation.

Create a Canned Response from the conversation.

You can also create a new canned response directly from the Conversation section. To add a new canned response, hover the mouse over the already sent message and click on the lightning icon on the right side.

You'll see a new window where you can edit the canned Response, add tags, and decide whether the Response should be private or visible for all operators.

Send a Canned Response

To send a Canned Response during a chat with your customer, type in the / (forward slash into the text box in your conversation panel).

You can now choose the Response from the list of all responses or look for the categories on the left to quickly find an issue type and categorized answers.

• /Hello will find you all the responses with the "Hello" word inside
• /Order delivery will find all the responses containing the "Order delivery" phrase

Use the TAB key to switch between the Canned Responses & Chatbots sections for easy navigation.

Start a chatbot

Our Chatbot may be helpful here if you need to prepare longer messages with links or pictures.

You can create a chatbot triggered during a chat with your customer by entering the chatbot tab or by typing in the "/" (forward slash) symbol + TAB key and choosing the bot from the list.

If you'd like to learn more, you can see our article about Chatbots in Live Conversation.