Canned Response Feature User Manual
This document introduces how to configure, test, publish, and manage “canned response” in 3Chat Agent to provide consistent and professional standardized replies for common or high-priority issues.
1. Feature Overview
The canned response feature helps you configure dedicated responses for common or high-priority issues. With this feature, you can quickly add reusable answers to 3Chat Agent, supporting multiple languages, rich text formats, and images. Once configured, the Agent will automatically trigger the canned response when the conditions are met, providing precise replies to enhance communication efficiency and user experience.
2. Quick Operation Guide
2.1 Quick Operation Guide
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Log in to the 3Chat Agent management backend.
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In the navigation bar, go to Knowledge Base → canned response to enter the canned response management page.
2.2 Creating New canned response
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If no canned responses have been configured yet, the canned responses list will be empty. Click the “Add” button to enter the page for adding new phrase content.
2.3 Adding canned responses Content
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canned responses Title: The title must be unique. It should be brief and easy to identify.
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Common Questions: You can add one or more common user questions that will trigger the canned responses.
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After entering the first question, an empty input field will automatically appear to allow the addition of more questions.
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Response Text: Supports rich text editing (text titles, bold, color, lists, etc.). You can write text content and also insert image materials.
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Length limit: 2000 characters.
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Once completed, click “Save” to allow for subsequent testing.
- If you click “Cancel” without saving, none of the content will be stored.
2.4 Real-Time Testing
After saving the common questions and response text, you can test the canned responses in the testing window on the right side to verify whether it matches the current phrase or other real-time answers.
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Click “Test”: Test the input question and show whether it matches.
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Click “Reset”: Clear the test input field and edit again.
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Match Successful: Displays “The current question matches your reply” (green).
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Match Failed: Displays “The current question does not match your reply” (red).
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Cancel: Discard the edit and return to the canned responses list page.
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Save: Save the newly created canned responses to the canned response list, but it will not be applied immediately.
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Publish: Officially apply the canned responses to the Agent’s actual conversations.
Note: Unpublished canned responses will not take effect in actual conversations. Once published, the canned response can be triggered for use.
2.6 List Management
2.6.1 Single Edit and Delete
2.6.6 Add Custom View
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When the number of canned response is large, you can click the “+” at the top of the list to add a view for easier grouping and management.
3. Frequently Asked Questions (FAQ)
Q1: Why can’t the canned response title be duplicated?
A: The title is used to uniquely identify the canned responses to avoid confusion when triggering or managing.
Q2: Can I set multiple different canned response for the same question?
A: Multiple variations of a question can be maintained for the same issue, but it is recommended to manage them within the same canned response to ensure consistency in replies.
Q3: Will unpublished canned response take effect in actual conversations?
A: No. Only published canned response will take effect in the Agent’s actual conversations.
4. Conclusion
The canned response feature helps you efficiently consolidate the best answers for common issues, making the Agent more professional and consistent in customer communication. We recommend continuously accumulating and optimizing your canned response library based on business needs to significantly enhance customer experience and service efficiency.
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