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Features | Agent Experience
Comm100 Canned Messages allows you to pre-define canned responses for greetings, frequently asked questions, chat sign-offs, and more. This saves agents the effort of repetitive typing and prevents typos – improving both agent efficiency and professionalism. You can easily locate canned messages in your console and answer visitors’ questions with just a few clicks.
Comm100 Canned Messages allows you to pre-define canned responses for greetings, frequently asked questions, chat sign-offs, and more. This saves agents the effort of repetitive typing and prevents typos – improving both agent efficiency and professionalism. You can easily locate canned messages in your console and answer visitors’ questions with just a few clicks.
“One of the features most commonly used by our team is Comm100’s canned messages for live chat. Having the option to enter in personalized messages to quickly choose from increases our response speed and accuracy to a great extent.”
– Brian Grosz
Director of Marketing/Sales, CheckMark
Public canned messages can be accessed by all agents in their agent consoles. Only the admin agent has the permission to create/edit/delete the messages by default. Other agents can be given permission to edit canned responses too.
Agents can create their own private canned messages for live chat to add a personal touch to their conversations. Other agents do not have permission to edit or delete these private canned responses.
You can create multiple categories for both public and private canned messages for live chat. Under each category, there can be multiple messages with different titles. This way, you are able to locate specific messages easily by title and category during a chat.
Sending canned messages is fast and convenient. Agents can simply double click the message and sent it immediately. Alternatively, the agent can click the chosen canned message and edit it if needed.
If you’re running multiple websites with different pre-defined canned responses, Comm100 allows you to select canned message categories for certain campaigns. This means when an agent chats with a customer from a given campaign, only canned message categories selected for that campaign will be available for agents to use.
You can set a shortcut for each canned message and then use the shortcut to populate the message in your input box. This significantly shortens the time needed to select and send out the message, improving agent efficiency even further.
You can search your entire canned message library for specific canned responses to increase response time and ensure accuracy.
Check the total number of times each canned message is used within a given time period with the canned messaging report. This report gives you a clear picture of the utilization difference among all your canned messages, which helps you manage your canned message library and keep it refreshed according to your customers’ needs and interests.
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