Knowledge Base

Create Canned Responses

Canned Responses in Fortifi can be used in the Support Ticket or Live Chat applications to quickly add some prefilled text to your Agents replies. 

This allows your agents to quickly and easily provide common answers and ensure your Support responses are uniform regardless of what Agent is replying.

 

You can set Canned Responses globally, so they can be used in all Support Tickets or Live Chats, or you can create them withing Departments or even Queues. These Canned Responses will only be avaialble for use for Support Tickets or Live Chats that are in that Department or Queue. This allows you to keep the list of available Canned Responses to an efficient number for selection by your agents, rather than showing all of them at once.

 

To start building your Canned Responses click on the Organisation Menu, select System Settings and then Support:

 

 

From here select Canned Responses from the Menu.

 

You will see in the first section your Departments are listed, if you want to create a Canned Response within a specific Department or Queue then select the department here to be presented with a list of the Queues. Browse to the Department or Queue you want and then click on the Create Canned Response option:

 

 

Alternatively in the second section any Global Canned Responses will be listed so if you want to Create a Global Canned Response, click on the Create Canned Response option in this session:

 

 

Once you have defined where you want this Canned Response to be available and clicked to Create a Canned Response, you need to give this Response a display name. It's important to set this to a name that will make sense to your Agents as to what this Canned Response will contain:

 

 

Then select the Type for this Canned Response. This will either be Ticket if you want this canned response to be available for Support Tickets, or Chat if you want this Canned Response to be available for Live Chats.

 

With the Type selected you just need to fill in the Template for the Canned Response. This will contain all of the information you want to auto fill into the Support Ticket or Live Chat.

 

You can make use of the Quick Replacements from the drop downs to add in placeholders which will auto complete when the Canned Response is used. This is useful to pull in things like the Customer or Reciepient name to make the Canned Response seem more personal.

 

 

When you are done click on Create Canned Response and you will see this in your List of Canned responses where you can edit it, and it will not be available for use in Support Tickets or Live Chats (depending on the selected Type)