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Using canned responses for common questions

by Justyna Janowska

If you often reply to the same customer questions, consider saving those replies as canned responses. It will shorten your response times and save keystrokes on repetitive typing. With canned responses, you type it once, save it and reuse it in chats and tickets whenever you need.

Apart from being a huge time saver, canned responses help tackle typo mistakes. Use them for foreign names, complex addresses, common expressions, URLs or virtually anything that you type repeatedly.

Customers love instant replies – make sure your typing speed is on point with our typing speed test.

In this article:

Using canned responses

To use a canned response in chat, type in the hash sign followed by a shortcut, for example #help (try it out!)

Adding canned responses

Each LiveChat account comes with a set of sample responses. You can use them out of the box, tweak them or add your own. There are two ways to add a new response:

Directly from the chat

If you find yourself sending the same reply yet another time, you can save it with just one click.

  1. After replying to the customer’s question, hover your mouse over your message and click the Save as canned response icon 01_addcanned
  1. You will get a pop-up box in which you can edit the message and add a shortcut to define it. To add more shortcuts at once, separate them with a comma.
  1. Lastly, hit Save.

If you have several groups, such as sales and support, and you save a canned responses during a chat, it will be assigned to the group in which the chat occurred.

From settings

Here you can create new canned responses from scratch, edit existing ones, and delete the ones you no longer use. Follow the steps below to add a new one:

  1. Go to SettingsAgent toolsCanned responses.
  2. Enter the Canned response text and choose a Shortcut to name it.
  1. Click Add this response button to save it.
When sending a predefined response, personalize it with the customer’s name. Also try tweaking the template a little bit each time so that you don’t sound robotic.

Editing canned responses

Your pre-made replies can get old and out of date after some time. You can easily modify them in the following way:

  1. Go to Canned responses.
  2. Find the response you want to edit, hover your cursor over it and click edit.
  1. Change the text of the response or its shortcuts.
  2. Click Save changes to finish.

Deleting canned responses

If you no longer need a particular response, you can delete it by following these steps:

  1. Navigate to Canned responses.
  2. Then, find the response you want to delete.
  3. Hover your cursor over it and click delete.
Deleting a response
  1. Finalize by clicking on the Delete this response button.

Canned responses for groups

If you have your agents assigned to different groups and you are using canned responses, you can create responses that are group-specific. You will find a required canned response quicker when you narrow down the results to a single group rather than having to search through the entire list.

If you have yet to create groups and assign agents to them, check out our article on Dividing live chat by group.

Adding a group-specific canned response

To add a canned response that is assigned to a specific group, you need to follow these steps:

  1. Go to SettingsAgent toolsCanned responses.
  2. In the upper right corner, click on pick a group.
Picking a group
  1. Select a group.
Choosing a group
  1. Fill in canned response text and shortcuts fields.
  2. Save by selecting Add this response.

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

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