Canned responses allow agents to quickly access frequently used messages via tag to save time typing the same answers time and time again. This frees your agents to help as many customers as possible as quickly as possible and ensure your company's messaging is consistent no matter who answers the chat.

The canned response controls are accessed from the Account Settings (gear icon). To configure canned responses, go to Account setup > Canned responses (https://app.velaro.com/#/admin/responses).

The Drop-down menu can be used to apply messages to specific groups. 

Add responses individually in the Edit Response screen using the Canned Message editor. You may link text using the link option and use Macros to place the agent or visitor name, or other variables, into the message directly.

An alternative option is to import canned responses using our sample .csv file. You may use it to create all messages in Excel and import them all at once.

How Group Sharing Works

Every canned response belongs to one of two scopes:

• A specific group — visible only to agents in that group.
• Default Group — visible to every group on your account.

There is no in-between setting. A response is either scoped to one specific group or shared with every group account-wide — it cannot be shared with just a few selected groups.

Which group a chat is routed to controls queueing (who the chat is offered to). It has no effect on which canned responses the agent handling that chat can access. An agent working a chat that routed to any group sees the same set of Default Group responses, plus anything scoped specifically to a group they belong to.

A canned response set to Default Group is a single shared message, not a separate copy for each group. Editing that message updates it everywhere it is used. If you need a group to have its own independently-editable wording for a topic, keep that response scoped to that specific group instead of moving it to Default Group.

To move a response between a specific group and Default Group (or vice versa), select the desired group from the drop-down menu described above and save.