What is this feature and why you should use it.
Canned messages allow agents to quickly send frequently typed out messages, such as welcome messages and responses to commonly asked questions that customers ask in an interaction.

Who can use this feature?

Table of Contents

• Set up Canned Message [10 Minutes]
  • Step 1: Log into Talkative
  • Step 2: Access Canned Message settings
  • Step 2: Create Canned Message

Set up Canned Message [10 Minutes]

This section will cover the basic setup of a canned message

Step 1: Log into Talkative

• Log into the Talkative platform using one of the following URL's:
  • EU Login
  • US Login
  • AU Login 

Step 2: Access Canned Message settings

• Click the 'Settings' tab on the left hand side
  
• Then click 'Canned Messages'
  

Step 2: Create Canned Message

• This page will show a list of all existing canned messages. At the top right click 'Create Canned Message'
  
• This will show the Canned Message creation page. Firstly give the the canned message a label (this is what the agent will need to type to access the canned message)
  • The message needs to be in the format of ##messagelabel
    
• Then type out the message you would like to include.
  • At the top of the page you have a list of variables which can be inserted into the textbox. 
  • These variables are "translated" into text within the agent console. This allows you to create canned messages that are personalised for each interaction without having to create multiple canned messages. E.g. all of your agents will have a canned messages that introduces them with their first name.
    

Interaction Data canned messages allow you to include any data that is collected at the start of the interaction, such as customer name, item of interest, basket contents and anything else that is specified in the pre-chat form or scraped from the website into interaction data.

• Once you have created the message, you will need to assign it to a queue.
  • Select the queue you wish to assign the message to, then click the 'Move to Selected' arrow.
    

A canned message can be assigned to multiple queues.

• Once you are happy with the config, click 'Create Canned Message'.