In this guide, we’ll show you how to use canned responses in Chatway.
Canned responses, also often referred to as “saved replies” or “shortcuts”, are a great way to reply faster to your customers. No more wasting time typing the same thing over and over again, no more long response waiting times. This is a strong asset to build an impressive customer service and reply to new messages promptly.
So here is how to set it up and use it!
1. Adding a canned response
Step 1: Let’s add a canned response to your Chatway account. First, open your Chatway dashboard and click on the canned responses icon:
Step 2: Now, let’s add a new shortcut – click on the “New canned response” option:
Step 3: A new screen with several options will show up. As a start, you need to add your canned response in the Message field – this is your actual saved response.
Below, in the “shortcut” field, add a short name for your shortcut with a # in front, for example: #forgpt-password. This will be the word or phrase which you will use later to reply faster.
Finally, you can create or select a folder for your new saved reply. This is useful if you have different topics you have canned responses for, so that you can better organise and categorise them. For example, you can create a separate folder for “customer service”, “presale questions”, “product management”, etc. If you want to add the canned response into all folders, you need to enter # in the chat. Please note that this is optional.
2. Replying using a canned response
Reminder: to reply using a shortcut, you need to start your sentence with: #
Step 1: Let’s find and add your canned response. Start by typing the short name you gave to your canned response, following our example, #forgot-password. You will see the shortcut showing in:
Step 2: Once you locate your saved response, simply click on the shortcut and you will see it ready to send.
If you are using the Chatway mobile app, please note that currently you can only use canned responses, adding canned responses can only be done using the web version of Chatway. To use canned responses via the app, click on the dialogue box icon right next to the Send button. This will expand all canned responses you have. Then, just click on the one you need to add it to the chat.
3. Use a different shortcut key to open canned responses
By default, canned responses use the # symbol. But if you prefer, you can change it to the “/” key.
To do this, go to the “Keyboard Shortcuts” section from your Chatway settings. Then, click the “Edit” button next to the ‘Open Canned responses’.
A small window will open where you can choose your preferred key. Choose either # or / and click “Save”.
4. You can manage your canned responses from the menu
Open your Chatway dashboard and click on the settings icon. Then, from the left sidebar navigation you will see the new menu – Canned Responses.
You will be able to use the following features:
New folder: create a folder for your canned responses
New canned response: create a new canned response
Search: search for a saved canned responses
Edit: edit your canned response
Delete: delete your canned response
Rearrange: rearrange your canned responses
That’s it! With canned responses, you can provide an even faster service to your clients and avoid wasting time in repeatedly typing the same thing over and over again. It’s a win-win!