Using canned responses can help you save time and have a previous, well-thought response, to some of your most common questions and comments.
Use commands
Commands are shortcuts that do specific actions within the chat window:
- /help: shows a help message.
- /helpdesk: creates a helpdesk ticket.
- /helpdesk_search: searches for a helpdesk ticket.
- /history: shows the last 15 visited pages.
- /lead: creates a new lead.
- /leave: leaves the channel.
Important
- For helpdesk tickets: make sure the application is installed on your database and the
option Live Chat under
is enabled.- For leads: the CRM application must be installed on your database.
To access the ticket or lead created from the chat, click on the shortcut link.
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Tip
Helpdesk tickets created from the chat automatically add the conversation as a description of the ticket. The same goes for the creation of a lead.
Send canned responses
Canned responses allow you to have a full piece of text being placed when you type a shortcut word.
To create them, go to
.To use them during a conversation, simply type : followed by the shortcut word you created.
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See also