It is possible to add pre-recorded responses (canned responses), which enable you to respond more quickly to visitors' frequently asked questions. They are easily accessible from the iAdvize conversation panel.

1. Creating canned responses

Canned responses are managed from the Content. Go to "People", then "Content" and select Canned responses in the dropdown menu : 

Here you can consult all existing responses:

On this page you can:

• Manage and create a new canned response (1) : 3 pictogrammes to manage categories, settings and create a new canned reponse.
• Search for and sort responses (2) : by filtering responses by category, or searching the content of existing response
• Edit or delete a response (3) : Click on the icon to permanently delete a response. To edit a response, click the icon
  
  

2. Adding a canned response

Note: Before adding responses, you should first create categories to organise them.

To add a new response, you simply need to select the category (1) to which it will be assigned, then enter the content of the response (2) and to whom you would make them available (3) :

NB: you can create a canned response with a line break, made from your keyboard; we advise you not to use a <br> tag to "write" this line break. It will be visible to your agents. It will also be visible to your visitors, unless they are on third-party channels such as WhatsApp and Messenger.

3. Adjusting the settings of pre-recorded responses

You can access the settings page from this icon :

On this page, you can define how the responses will be accessed from the conversation panel :

• Autocomplete (1) : once this option has been activated, responses will be suggested automatically depending on what you have typed in the conversation panel (see example above)
• Sort order for canned responses (2) : Allows the display order of responses in the menu accessible from the conversation panel to be changed (by alphabetical order, or by date of creation).
• Sort order for answer categories (3) : Allows the display order of response categories in the menu accessible from the conversation panel to be changed (manual sorting, by alphabetical order, or by date of creation).
• Smart Answers (4) : Smart Responses will help you to optimise your response time and to improve your website customer experience

4. Display on the conversation panel

There are two ways to access pre-recorded responses via the conversation panel :

4.1 Via the response selection menu

From the conversation panel, click to show the menu containing the canned responses. These are shown as follows :

The categories will then appear. Click one of the categories to view the canned answers.

4.2 Via automatic response suggestion

If the autocomplete option "Display canned responses when typing a new message" is selected in settings (see point 4 below), you simply have to start typing a message and the responses containing what you have typed will be suggested :

4.3 Use custom canned answers

Agents and experts can save and manage custom canned answers. During a conversation, they can then use these canned answers just like they can use common canned answers. To know more, please read this article : Use custome canned answers

4.4 Add emojis to your canned answers

To add emojis to your canned answers, please create them in :XXXX: format.

To get the emoji in :XXXX: format, please copy/paste the code that appears in the compose box of the conversation panel, when you point the mouse on an emoji.

For example for the emoji "wink", the code is ":wink:"

Once the canned answer with the emoji is created, you can select it from the conversation panel, it gives :

5. The canned responses for your community

When a community is activated on your website, you can make the difference between the canned responses of your agents or your expert (community).

Read also:

• Managing response, link and offer categories
• Create pre-recorded offers
• Create pre-recorded links