What are Email Canned Responses

“Email Canned Responses” are response templates that can be called when composing messages on LiveAgent, such as replying to emails or creating internal tickets. Unlike the similar “Frequently Used Phrases” feature, “Email Canned Responses” differ in that they allow editing with HTML tags and file attachments.

“Email Canned Responses” are suitable for customer support that involves technical content or sending files such as materials.

How to Use Email Canned Responses

How to Call Email Canned Responses

  • To use “Email Canned Responses,” click the “return arrow” icon at the bottom right of the message reply form in the agent screen. [Clicking the “arrow” icon circled in red in the figure below allows you to call “Email Canned Response” answers]

Selecting and Searching Email Canned Responses

  • The called “Email Canned Response” answers are displayed as a popup list. Clicking on a response will reflect it in the reply form of the agent screen.

  • If you cannot quickly find an appropriate response from the list, you can search for responses by entering 2 or more characters of the “Email Canned Response” name or the beginning of the response content in the “Type to search” field at the top of the list.

For example, if the response name is “About Twitter Search API” and the response content is “About Twitter Search API,” you can search for the response using “Twitter” as the search term.

How to Create Email Canned Responses

Accessing the Email Canned Responses List Screen

  • Select “Settings” > “Automation” > “Email Canned Responses” from the left menu of the agent screen to display a list screen like the one shown below. To edit the content of already created responses, click on each message or name.

Creating New Email Canned Responses

  • Click “Create Email Canned Response” to create a new response. Please enter the “Name,” “Subject,” and “Message,” and select the “Available” range for the message (all users, one team, or yourself).

Related: Using and Creating “Frequently Used Phrases”