Save Replies to most commonly asked questions using the Canned Responses feature.
The format for this type is canned_response-TRIGGER.
In-Text Field, the response needs to be entered
Has no ID but specifying a GOTO will redirect the conversation to that point when the Trigger command is entered in Slack/Mattermost
Once the Handover takes place and an Agent picks up the conversation in Slack or Mattermost, they can then invoke the command for canned response – “ / trigger” where the Trigger is the crid(canned response id) which is unique for every canned response.
The redirection works in a similar manner where after the Handover happens, the agent can then change the flow by typing in the command – “/ GOTO-ID” where ID can be 1, 2, 3, … or “/ GOTO-END” to end the conversation.
Example:
ID | Type | Text | Goto |
canned_responses-trigger | Response |
Once the conversation is resolved, the agent can then either hand the conversation back to the bot by using / GOTO-ID command or end the session by simply typing in / GOTO-END.
The latter is particularly useful in ending the conversation when Chat Persistence is turned on and you want the bot to send the chatlogs for up till that point.
Note
Both Canned Responses and Flow Redirection are activated and available to the agent only after the bot or user initiates Human Agent Handover
Agents can see the conversation before and after the handover and handback with the ability to still participate in the conversation(Co-Bot Experience)
List out the canned responses toward the end of your Google Sheet for your Bot
You can include Rich Media, Emojis, Input Variables and other widgets for Personalization.
Adding END to the GOTO for canned response displays the Response first and ends the session for the user.
There’s no limit to the number of canned responses that you can add to a sheet.
ID | Type | Text | Goto |
canned_responses-hello | 😄Hello there! My name is Nathaniel. How can I help you today?| 😊Welcome, I’m Nathaniel. How can I assist you today? | 1 | |
canned_responses-coupon | Hey {{vars.Name}}! Get a coupon for your next visit if you spend over 75 dollars in our Gift Shop | ||
canned_responses-hold | Would you mind holding on for a few minutes while I am checking this with our technical support? | ||
canned_responses-bye2 | Should you have any further questions, please feel free to contact us at any time. Thank you for chatting with us and have a great day. Goodbye! | End |