Predefined answers

An efficient and simple way to rationalize your work flow is to create Predefined answers for support queries that can be answered with a single, general response. This saves you the time and struggle of formulating a separate reply to each customer that has the same issue.

An efficient and simple way to rationalize your workflow is to create Predefined answers for support queries that can be answered with a single, general response.

This saves you the time and struggle of formulating a separate reply to each customer that has the same issue.

Predefined answers Overview

Example

Subject: Recurring order for LiveAgent failed
Message: We have been informed that your recurring order for LiveAgent failed. The credit card was declined, so please try another card [update the billing information inside LiveAgent agent panel in the “My Accounts” section] or make sure you have enough funds on the actual card. Also make sure your bank is not declining the automated order.

To trigger a Predefined answer simply hit CTRL+I while typing or click the Predefined answer icon and select from your saved Predefined answer.

Adding Predefined answer

When creating a Predefined answer you can:

  • Specify name (for finding your Predefined answers faster)
  • Define Subject (will be used only when composing new ticket, it is not used when answering an existing ticket)
  • Create a message (text which will be automatically added to your ticket if this Predefined answer is selected)
  • Set its availability (define visibility of your canned message, visible for: me, all, specific department)

How are Predefined answers different from Canned messages

  • When creating a Predefined answer you can define the subject of an email
  • Canned messages can only store a short sequence of text
  • Predefined answers can contain attachments

Knowledgebase resources

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