Canned Messages let agents send pre-written responses during live interactions, helping improve efficiency, consistency, and response times.
In Talkative, there are three different types of canned messages, depending on who creates them and who can use them:
1. Canned Messages (Supervisor & Admin-Created)
These are standardised messages created by supervisors or admins. They can be assigned to relevant queues and are available for all agents handling those interactions. This ensures consistent, approved messaging across the team.
2. Personal Canned Messages (Agent-Created, if enabled)
If Personal Canned Messages are enabled, agents can create their own private messages for their own use. They can edit or delete their personal messages at any time. This is helpful for agents who want to personalise recurring responses.
3. User Canned Messages (Supervisor Review of Agent Messages)
Supervisors and admins can view, edit, or delete any personal canned messages created by agents.
🛠️ How to Set Up Canned Messages
The process below applies to the standard supervisor/admin canned messages.
Step 1: Go to Canned Messages
- Go to Settings on the left-hand menu
- Select Canned Messages under the Feature Management section
Step 2: Create a Canned Message
- Click Create Canned Message in the top-right corner
- Enter a label (used as the trigger in the agent console — e.g.,
##thanksforchatting)
- Type the message content
- Insert variables from the variable list at the top of the page – e.g.,
- Agent first name
- Customer name
- Basket contents
- Product of interest
Step 3: Assign to Queues
- Select the queue(s) that should use this message
- Click Move to Selected
- Click Create Canned Message to save
⚙️ Enabling Personal Canned Messages
Supervisors or admins can enable personal canned messages so agents can create their own:
- Go to Settings → Agent Experience → Personal Canned Messages
- Toggle Enabled
- Click Submit
Once enabled:
- Agents see Personal Canned Messages in their own Settings
- They can click Create Canned Message to add their own
- They can edit or delete their personal messages anytime
👀 Viewing & Editing Agents’ Canned Messages
Account Holders, Admins, and Supervisors can manage messages created by agents:
- Go to Settings → User Canned Messages
- View all messages created by agents
- Edit or delete any message as needed
❓FAQ’s: Canned Messages
Why can’t my agents see a canned message I created?
Canned Messages must be assigned to the correct queues before agents can use them. If a message isn’t appearing, double-check that it has been added to the right queue(s). Also ensure the agent has access to those queues in their routing setup.
Can I restrict agents from creating their own canned messages?
Yes. Personal Canned Messages are off by default. If you don’t want agents creating their own messages, simply leave the feature disabled under Settings → Agent Experience → Personal Canned Messages.