Canned answers


What are the most common questions you find yourselves answering again and again? Are there difficult questions to respond to? Is it particularly crucial to have really good answers to certain questions? Make sure there is a prepared response ready to use!

Process descriptions, instructions, or explanations you write repeatedly. Or small phrases you often use are perfect to have a prepared response for.

Benefits of using prepared answers for you and your team

  • Ensure a consistent and professional tone
  • Save time by not having to rewrite the same email multiple times.
  • Increase efficiency; don't spend time formulating standard information.
  • High quality; avoid missing crucial parts and ensure a high standard every time.
  • Customize for different purposes or target audiences.

Examples of prepared answers that many can use

  • Unable to log in
  • Handling complaints
  • Discontent/Complaints
  • Order inquiry
  • Return/complaint
  • Closing phrase
  • In English
  • Files, pdf, forms, website linkes that is frequently used.

In chat:

  • Is there anything else I can assist you with today?
  • Do you mind staying for a few minutes while I check this in our system?
  • I haven't heard from you in a while, and the chat will soon end; feel free to return if you have more questions.
  • Can I call you to assist you further?/Referral to another contact method

Create prepared answers

  1. Click on the menu
  2. Select Settings on the current contact channel
  3. Click on Prepared Answers in the list on the left
  4. Create a prepared response
  5. Click save!
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