Canned Messages
4 min readInvalid Date
{"type":"doc","content":[{"type":"heading","attrs":{"textAlign":null,"level":1},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"What are Canned Messages?"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Canned Messages are reusable reply templates designed to speed up customer support while maintaining consistency across your team."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Agents can access these templates directly from the message composer and insert them with a single click. Once inserted, the message can be edited before it is sent, allowing agents to personalise responses for each customer."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Common uses for Canned Messages include:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Greetings"},{"type":"text","text":" – Welcome customers with a consistent opening message."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Information requests"},{"type":"text","text":" – Ask for details such as account email addresses or order numbers."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Frequently asked questions"},{"type":"text","text":" – Provide standard answers to common enquiries."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Closing messages"},{"type":"text","text":" – End conversations with a professional sign-off."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Escalations"},{"type":"text","text":" – Inform customers when their enquiry is being transferred to another team."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Examples include:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"\"Hi, thanks for reaching out! I'm here to help.\""}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"\"Can you share your account email so I can look into this?\""}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"\"Our business hours are Monday to Friday, 9:00 AM to 6:00 PM.\""}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"\"Is there anything else I can help you with today?\""}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"\"I'm going to transfer this to our Billing team who can assist you further.\""}]}]}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Creating a Canned Message"}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To create a new Canned Message:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Go to "},{"type":"text","marks":[{"type":"bold"}],"text":"Settings > Canned Messages"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"New Canned Message"},{"type":"text","text":" or click the "},{"type":"text","marks":[{"type":"bold"}],"text":"+"},{"type":"text","text":" button."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Complete the required fields."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Create"},{"type":"text","text":" to save the message."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"The available fields are:"}]},{"type":"table","content":[{"type":"tableRow","content":[{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Field"}]}]},{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Required"}]}]},{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Description"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Name"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Yes"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"The name agents will use when searching for the message. Keep it short, clear, and easy to remember (for example, "},{"type":"text","marks":[{"type":"bold"}],"text":"welcome"},{"type":"text","text":" or "},{"type":"text","marks":[{"type":"bold"}],"text":"ask-for-account-number"},{"type":"text","text":")."}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Subject"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"No"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"The email subject line for email-specific canned messages."}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Message Body"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Yes"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"The content that will be inserted into the conversation. Formatting and line breaks are preserved."}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Access"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Yes"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Controls who can use the canned message. Choose "},{"type":"text","marks":[{"type":"bold"}],"text":"Everyone"},{"type":"text","text":", "},{"type":"text","marks":[{"type":"bold"}],"text":"Private"},{"type":"text","text":", or specific "},{"type":"text","marks":[{"type":"bold"}],"text":"Inboxes"},{"type":"text","text":"."}]}]}]}]},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Access Levels"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Each Canned Message can be shared with different groups of users depending on how it will be used."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Everyone"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Available to every agent in the workspace."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Suitable for:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Greeting messages"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Frequently asked questions"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Company policies"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"General customer communications"}]}]}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Private"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Visible only to the user who created it."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Suitable for:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Personal shortcuts"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Frequently used personal responses"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Draft or experimental templates"}]}]}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Inbox"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Available only to agents assigned to selected inboxes."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Suitable for department-specific responses such as:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Billing"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Technical Support"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Sales"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Customer Success"}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"When "},{"type":"text","marks":[{"type":"bold"}],"text":"Inbox"},{"type":"text","text":" access is selected, a list of available inboxes is displayed. Select every inbox that should have access to the message."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Examples"}]},{"type":"table","content":[{"type":"tableRow","content":[{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Message"}]}]},{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Recommended Access"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"\"Hi, welcome to Acme!\""}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Everyone"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"\"Your refund of "},{"type":"text","marks":[{"type":"bold"}],"text":"[AMOUNT]"},{"type":"text","text":" has been approved.\""}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Billing Inbox"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"\"lmk\" (personal shorthand)"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":null,"align":null},"content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Private"}]}]}]}]},{"type":"horizontalRule"},{"type":"heading","attrs":{"textAlign":null,"level":1},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Using Canned Messages"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To insert a Canned Message into a conversation:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Open a conversation."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Click inside the message composer."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select the "},{"type":"text","marks":[{"type":"bold"}],"text":"Grid"},{"type":"text","text":" icon in the composer toolbar."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"The "},{"type":"text","marks":[{"type":"bold"}],"text":"Canned Messages"},{"type":"text","text":" panel opens on the right."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Search for or browse the available messages."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select the message you want to use."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"The message is inserted into the composer."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Edit or personalise the message if necessary."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Send your reply."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Canned Messages are intended as templates rather than final responses. Before sending, always review the content, replace any placeholders, and ensure the response is appropriate for the customer's situation."}]},{"type":"heading","attrs":{"textAlign":null,"level":1}},{"type":"heading","attrs":{"textAlign":null,"level":2},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Editing a Canned Message"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To edit an existing message:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Go to "},{"type":"text","marks":[{"type":"bold"}],"text":"Settings > Canned Messages"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Locate the message you want to edit."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Open the "},{"type":"text","marks":[{"type":"bold"}],"text":"three-dot menu (⋯)"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Edit"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Update the required fields."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Update"},{"type":"text","text":" to save your changes."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":2},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Duplicating a Canned Message"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Duplicating is useful when creating variations of an existing template."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To duplicate a message:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Open the "},{"type":"text","marks":[{"type":"bold"}],"text":"three-dot menu (⋯)"},{"type":"text","text":" beside the message."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Duplicate"},{"type":"text","text":"."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"A copy of the message is created with "},{"type":"text","marks":[{"type":"bold"}],"text":"\"(Copy)\""},{"type":"text","text":" appended to its name."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"This is particularly useful when creating department-specific versions of the same response."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":1},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Deleting Canned Messages"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To delete a Canned Message:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Go to "},{"type":"text","marks":[{"type":"bold"}],"text":"Settings > Canned Messages"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Open the "},{"type":"text","marks":[{"type":"bold"}],"text":"three-dot menu (⋯)"},{"type":"text","text":" beside the message."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Delete"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Confirm the deletion."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Deleting a Canned Message removes it from the available library. Messages that have already been sent in conversations remain unchanged."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":1},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Best Practices"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Following these recommendations will help keep your Canned Message library organised and effective."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Use searchable names"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Choose names that agents can easily remember and search for."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Good examples include:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"welcome"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"ask-for-email"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"refund-approved"}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Avoid long or overly descriptive names that are difficult to find."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Keep the library manageable"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"A smaller collection of well-written templates is easier to maintain and quicker for agents to navigate."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Instead of creating dozens of similar messages, begin with your most frequently used responses and expand the library only when necessary."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Use placeholders"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Include placeholders wherever information should be personalised."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Examples include:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"[NAME]"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"[ORDER ID]"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"[AMOUNT]"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"[REFERENCE NUMBER]"}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"For example:"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Hi "},{"type":"text","marks":[{"type":"bold"}],"text":"[NAME]"},{"type":"text","text":","}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Thank you for contacting us about your order."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"I've checked "},{"type":"text","marks":[{"type":"bold"}],"text":"[ORDER ID]"},{"type":"text","text":" and can confirm your refund of "},{"type":"text","marks":[{"type":"bold"}],"text":"[AMOUNT]"},{"type":"text","text":" is currently being processed. You should receive it within 3–5 business days."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Please let us know if there's anything else we can help you with."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Using placeholders helps ensure every response is personalised before it is sent."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Review messages regularly"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Business processes, pricing, products, and policies change over time."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Review your Canned Messages periodically to ensure information remains accurate and remove any outdated templates."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Add email subjects where appropriate"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"When creating Canned Messages for email replies, complete the "},{"type":"text","marks":[{"type":"bold"}],"text":"Subject"},{"type":"text","text":" field as well as the message body."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"This automatically populates the email subject line, saving agents time and ensuring consistency across email communications."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"hardBreak"}]}]}
Did this answer your question?