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Canned responses for departments

by Jacob Firuta

If you have your live chat divided into groups and you are using canned responses, you can create department-specific responses for your operators. This way, they will be able to provide detailed information regarding their department with ease and speed.

Creating a response

To create a department-specific canned response, you need to follow a few simple steps:

  1. Log in and go to Canned responses section.
  2. In the upper right corner, click on pick a group.
Picking a group
  1. Select a group corresponding to one of your departments.
Choosing a group
  1. Fill in the canned response text and tag fields.
  2. Save by selecting Add this response.

When you are done, only operators from the specific group will be able to use this response. When you are using this method, the pool of canned responses available for all departments remains relatively small and your operators can find the relevant responses faster.

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