Canned responses are pre-written messages you can use to respond to frequent comments, messages, or questions received in the Social Inbox.
By using a canned response you're able to quickly respond to messages from your customers in the inbox, saving time and ensuring consistency in your messaging.
Creating Canned Responses
You can create a canned response directly from the Inbox.
- Go to a message or comment in the Inbox and select the Add Canned Response icon.
- Enter the Name of the canned response and create the message content. You can choose whether to make the canned response Private (only available to you) or Public (available to everyone in your business).
Using Canned Responses
In the Inbox, you can choose from available canned responses or search by keywords to quickly find the most relevant canned response to a customer's question.
You can use AI Assist to enhance and transform canned responses to better align with your desired messaging. After you've written a response, select the AI Assist button to choose how you would want to enhance your message.
Managing Canned Responses
The Canned Response Management Page is where you can create, view, and manage all your pre-written responses.
Here, you can view a list of all your previously saved canned responses in a table.
- Name: The name of the canned response
- Message: The content of the canned response message.
- Privacy: If the message is visible to you only or anyone in your account.
- Created By: The user who created the canned response.
- Last Updated: The date the canned response was last modified.
- Created On: The date the canned response was created.
Exporting and Reporting on Canned Responses
Click Social allows you to export canned responses to a CSV file. To do this, go to Settings > Inbox > Canned Responses and click the Export button.
You can use Social BI to report on and analyze your canned responses. Yo do this, select the Inbox data source when creating a report, group by Canned response and apply the metrics or columns you want to see in your report.
NOTE: Canned responses set as private can only be viewed and edited by their creator but will be visible to everyone in reports.
Permissions
The canned response permission is managed in Settings and controls which users can create, view, and updated canned responses.
- Create: Allows the user to create new canned responses.
- View: Allows the user to view and select from available canned responses without the ability to create them.
- Update: Allows the user to edit canned responses.