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Knowledge Base » How-To and Helpful Info » Canned responses and automatically send a canned response immediately after accepting a chat request
Canned responses and automatically send a canned response immediately after accepting a chat request

Canned response can be created by the operator or the Setup Admin.

 

  • Canned responses created by an operator is available only to the operator who created the responses.

 

  • Canned responses created by the Setup Admin are shared by all operators assigned to the department.  Keep in mind, only the Setup Admin can edit the canned responses created by the Setup Admin.  Operators cannot edit canned responses created by the Setup Admin.  For the steps to create canned response by the Setup Admin, please visit the Canned responses shared with all operators assigned to the department documentation.

 

Automatically send a canned response immediately after accepting a chat request.

Operators can select the predefined reply (canned response) that is automatically sent immediately after accepting a chat request.  The feature can only be accessed at the operator console "Canned Responses" footer menu.  The operator must launch the operator console and access the "Canned Responses" footer menu on the operator console.  The feature is placed at this area to limit confusion and streamline the process to ensure the operator is aware of the canned response selected.  Here is the steps to access the Automatic Select Canned Responses feature:

 

  1. Login to the PHP Live! system as an operator
  2. After logging in, launch the operator console
  3. On the operator console, click the footer menu "Canned Responses"
  4. The list of canned responses will have a column "Auto Select".  Check the checkbox for the canned responses that should be automatically sent immediately after accepting a chat request.

    IMPORTANT: This feature is only available at the operator console "Canned Responses" area.  You must launch the operator console and access the "Canned Responses" from the console.


  5. Done!
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