Canned Responses

Discover the convenience of Canned Responses - message templates for quick access. Enhance customer interaction with attachments, emojis, and personalized touches.

What are Canned Responses?

Canned Responses are pre-designed message templates that you and your team can easily access. No need to repeatedly type out the same message from scratch.

If you have commonly used messages, save them as canned responses for quick use whenever necessary. These responses allow you to:

  • Attach files, such as images or documents.

  • Incorporate emojis for a touch of expression.

  • Personalize the message by using variables.

  • Add buttons for seamless and rapid customer interaction.

  • Add a WhatsApp Form to enhance the customer interaction.

Create a Canned Response

  1. Select Canned Responses under Settings. Click on + Add New Canned Response to open the editor.

  1. To create a Canned Response in Gallabox, provide the name for the Canned Response. Select the channel type as WhatsApp and write the response in Message Box. Click on Add Canned Response to add to the list of Canned Responses.

  • Name: This field allows you to assign a name to your canned response, making it easier for you to identify and utilize it in the future.

  • Channel Type: Here, you specify the channel for which the canned response is intended. In this case, "WhatsApp" is selected as the channel type.

  • Message: This is where you compose the actual text of the canned response. The character limit is 1024, providing ample space for your response.

  • Buttons (Optional): You have the option to include interactive buttons or form along with your canned response. These buttons can be used to guide the conversation or allow the recipient to take specific actions. Including buttons is optional, and you can choose whether to add them or not.

Buttons in Canned Response

The "Buttons" feature provides diverse options for structuring interactive elements within a Canned Response. The available types include:

  1. None: This option signifies the absence of buttons, creating a straightforward text-based message.

  1. Quick Reply: Quick Reply buttons offer predefined responses that users can easily select, streamlining communication and interaction.

You can add only 3 buttons in Quick Reply.

  1. List Options: This feature allows the presentation of a list of options, typically accompanied by buttons for users to choose from, enhancing menu-style interactions.

You can add upto 10 buttons in the List Options.

  1. CTA (Call to Action) URL: CTA URL prompt users to take specific actions, guiding them towards desired outcomes, such as making a purchase, visiting a website, or engaging in a particular activity.

Points to Note:

  1. Call to Action URL will only work Cloud API.

  2. Call to Action URL will not work if Media is a Header or a attachment.

You can use the Canned Responses in Configuring the Out of Office Messages and More.

  1. Form: This button allows the user to interact with a form providing a more immersive experience.

Reply Config in Canned Response

Consider a scenario where a contact interacts with a canned Response, and based on this interaction, the conversation needs to be reassigned to a different team or assignee. The Reply Settings feature allows for such assignment configurations. This provides a level of customization for managing responses and interactions.

You can assign the Conversation when your customers reply to Bots, Teams, or Gallabox Users.

Override the current assignments

When you check the box for this, all the conversation (when replied by your customers) will be assigned to the "test" team, and this assignment will replace any current assignments that may exist. Adjust this settings based on your team structure and workflow preferences.

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