Canned Responses
Canned responses, also known as predefined responses or templated responses, are pre-written messages that can be quickly used to respond to common questions, issues, or inquiries in Omnichannel conversations or general messaging within your Rocket.Chat workspace. To use a canned response, type the shortcut (preceded with !) in the message box.
Canned Responses Rocket.Chat Admin's Guide
As a Rocket.Chat workspace admin, you can enable and disable Canned Responses on your server.
Enable Rocket.Chat Canned Responses
To enable canned responses on your workspace,
Go to Administration > Workspace > Settings > Omnichannel > Canned Responses
Activate the toggle to enable and Save Changes
When Canned Responses is enabled, it'll be available to users with the corresponding
canned-responsespermission.To enable Canned Responses for the first time, Omnichannel needs to be enabled first.
Canned Responses can be used only in the normal workspace when Omnichannel is disabled.
Canned Responses Permissions
Go to Administration > Workspace > Permissions and search for canned-response, you can now define which user roles should be able to view, create, and delete canned responses in your workspace.
Each canned response has a scope and there are three scope levels for creating canned responses:
User-level: These canned responses are created by agents for their use. It won't be visible to any other user. This requires the
save-canned-responsespermission.Department level: These canned responses are created by department managers and are accessible to the agents who belong to that department. It requires the
save-department-canned-responsespermission.Global level: These canned responses are created by managers to be used globally in your workspace. Anyone can access them and it requires the
save-all-canned-responsespermission.
To create a new canned response for your workspace, visit Canned Responses Omnichannel Managers Guide.
See the guides below to learn more about how to use canned response:
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