Using canned responses

Canned responses allow agents and admins to create reusable, personalized response templates. This will help accelerates response times for frequently asked questions or common issues. With placeholders, these templates can dynamically populate with request or user-specific details, providing tailored responses to users.

Canned responses can be of two types:

Personal: Agents or admins can create canned responses for their personal use.
Shared: Admins can configure common canned responses to be used by specific agent groups or the entire workspace.

When replying to a request, AI-powered suggestions will help agents by recommending relevant templates based on the content of the user's message.

Creating canned responses

Creating a personal canned response

Personal canned responses allow agents to quickly reply to common questions with consistency and accuracy — like following up on a software installation request in IT or confirming benefits eligibility in HR. To create or edit a personal canned response:

Navigate to Settings > Canned Responses under My account in the left navigation bar.
Click on Create in the Personal tab.
Enter a title and the response content.
Use placeholders to insert dynamic request data, such as the requester's name or the request ID.
Click on Save to create the canned response.

Creating a shared canned response

Admins can create shared canned responses to maintain consistency and standardization in team-wide communication. This helps ensure that common responses are aligned with your organization's tone and best practices, improving accuracy and efficiency. Admins can create canned responses that are shared by:

Specific groups: These responses are accessible only to designated agent groups within the workspace.
Entire workspace: These responses are available to all agents in the workspace.

To create or edit a shared canned response:

Navigate to Settings > Your workspace > Canned Responses under Service management.
Click on Create.
Enter a title and the response content. You can use placeholders to insert dynamic request data and personalize the response.
Choose the level of access:** personal, everyone in the workspace or specific groups.** If you choose Specific groups, you are then prompted to select the groups.
Click on Save to create the canned response.

Agents can view the shared canned responses available to them by navigating to Settings > Canned Responses under My account in the left navigation, and clicking on the ** Shared** tab.

Using canned responses

To use a canned response while replying to a request:

Open the request details page.
In the response text box, click the Canned responses icon which is a speech bubble with a + inside.

Using AI, Atomicwork will suggest the most relevant canned responses based on the user's message. These appear at the top of the Canned Responses list, making it easier to find the right template quickly.

Select the required template from the list.
The response will populate in the reply window, with placeholders automatically filled.
Make any necessary adjustments and click Send.

Creating canned responses

Creating a personal canned response

Navigate to Settings > Canned Responses under My account in the left navigation bar.

Click on Create in the Personal tab.

Enter a title and the response content.

Use placeholders to insert dynamic request data, such as the requester's name or the request ID.

Click on Save to create the canned response.

Creating a shared canned response

Specific groups: These responses are accessible only to designated agent groups within the workspace.

Entire workspace: These responses are available to all agents in the workspace.

To create or edit a shared canned response:

Navigate to Settings > Your workspace > Canned Responses under Service management.

Click on Create.

Enter a title and the response content. You can use placeholders to insert dynamic request data and personalize the response.

Choose the level of access:** personal, everyone in the workspace or specific groups.** If you choose Specific groups, you are then prompted to select the groups.

Click on Save to create the canned response.

Agents can view the shared canned responses available to them by navigating to Settings > Canned Responses under My account in the left navigation, and clicking on the ** Shared** tab.

Using canned responses

To use a canned response while replying to a request:

Open the request details page.

In the response text box, click the Canned responses icon which is a speech bubble with a + inside.

Select the required template from the list.

The response will populate in the reply window, with placeholders automatically filled.

Make any necessary adjustments and click Send.