Predefined answers

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.

Example:

Subject: Recurring order for LiveAgent failedMessage: 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.

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)

Here are some predefined answers we’ve prepared for you:

We have already established that Predefined answers are a huge time saver. So, where can you use them? Here is a list of categories that link to creative example templates to inspire you.

Ticketing

Customer service reps experience a lot of similar inquiries daily. It can be time-consuming as well as frustrating. Make it easy for your agents and customers with predefined answers. If you would like to know more, read Ticketing templates.

Business

Communicating with potential clients or partners through email is a well-known and common method. However, sometimes we need a kick start or an inspiration to write an engaging email that would perhaps convert the customers. If you are interested in writing a Transactional, Promotional, or Relational email, feel free to use these Business templates.

Customer service

Would like to save your customer reps time and reduce unnecessary human errors? Read Customer service templates and learn more.

LiveChat

This is the most popular customer communication channel. Utilize this tool to the max and help your agents save time with LiveChat templates.

Customer Portal

Do you need to create verification, welcome, confirmation, reset, feedback, or invitation emails? Use these Customer Portal templates and create effective customer service communication immediately.

Help desk

Would like to help your agents handle difficult conversations and save time? Inspire your customer service team with these Help desk templates.

Marketing

Are you trying to retain a customer on your website or encourage a partnership with other companies? Perhaps, you are lacking the right words to say? Here are a few great ideas – Marketing templates.

Sales

Email is still a really important part of almost any business. Reaching out to prospective leads, launching a new product, loyalty programs, and more. All of these things are usually communicated via Email, thus having structured emails is a necessary part. As we all know, words matter. Get new fresh concepts with these Sales templates.

Call center

Calls are still on the top of customer interactions, therefore having some predefined answers can help your customer service representatives create the ultimate customer experience as well as create a professional image for your company. If you would like to know more, read Call center templates.

Social Media

Responding to customers on Social Media can be tricky. In order to appear professional and save time, you should have some general responses ready. For instance; Thank-you responses or negative review answers. If you are struggling with ideas, head to Social Media templates for inspiration.

Knowledge Base

Are you creating articles for your customers to make your customer service function 24/7? Get inspired with Knowledge Base templates for FAQs, How-to articles, Troubleshooting articles, Tool description, User Guides, and Tutorials.

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:

If you would like to learn more, read LiveAgent – Predefined answers Guide.

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