How to manage live chat canned messages?

April 24th, 2018 | Settings & Customizations

Canned Messages are pre-defined messages in your account. For instance, a canned message might be an answer to a frequently asked question. During a chat, an agent can pick out canned messages and send them to the visitor, which helps the agent provide the visitor quick response.

Step by Step Instructions

  1. Log into your Comm100 account.
  2. Click Settings from the Live Chat module.
    Live Chat Settings
  3. Go to Canned Messages.
    Live Chat Canned Message
  4. Click New Message to create a new message.
    Add New Canned Message

    Note: You can create either a public canned message or a private one.

    • An agent by default has permission to create/edit/delete his/her private Canned Messages/URLs.
    • Administrators and agents who have permission to manage public Canned Messages/URLs can create/edit/delete any public Canned Messages/URLs. For how to set permission for non-admin agents, please click here.
    • A private canned message/URL is only available to its creator.
  5. Select a category for the message if necessary, and enter the title and the message.
    Type New Canned Message Details
  6. Click Save.

There you are. The new settings will take effect immediately. You do not need to re-paste the live chat code to make the change work.