Canned Responses

Updated 

6 hours ago

Canned Responses are predefined, brand-compliant replies to routine customer questions such as "How can I add a credit card to my account?" or "How do I apply for a refund?". You can document responses to such frequently asked questions in advance, save them as canned responses, and allow your agents to use them whenever those questions come up. To keep these canned responses organized and easy to access, you can also group canned responses into folders.

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Agents can modify these responses before sending them to customers, ensuring each message feels relevant and personal. These pre-formulated replies help reduce average handling time and provide faster, more consistent resolutions.

​Create a Canned Response

You can create a canned response in two ways:

  • Create a Canned Response in DAM: Build a new text asset from scratch in the Digital Asset Management (DAM) and save it as a canned response.

  • Save a Sent Response as a Canned Response from Care Console: Convert an already sent message into a canned response directly from the Care Console.

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Create a Canned Response in DAM​

To create a canned response in DAM, follow these steps:

1. Click the New Page (+) icon to open the Launchpad.

2. Under the Sprinklr Social tab > Engage, click Assets.

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3. In the Asset Management window, click Create Asset in the top-right corner.

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4. From the dropdown menu, select Text, and choose one of the following:

  • Simple Text

  • Rich Text

  • RTFD (use this if you want to include images, text formatting like font color and size, or headings).

This will open the Create New Asset window.

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5. In the Basic Details section, enter the Name and Description of the new asset.

6. In the Asset Specific section, enter the Title and Content for your type your canned response.

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7. In the message, you can also add placeholders (such as case, account, message, post, or profile custom fields) to include dynamic content like username, account ID, and more.

These placeholders will automatically be replaced with the appropriate values when the response is published.

8. For a Simple Text asset, you can enable translations by selecting Languages. In the Current Languages dropdown, choose the desired language and add the corresponding translations.

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9. Select the Save as Canned Response checkbox to save your template as a canned response.

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​10. If you want to make the canned response non-editable, select the Mark as non-editable canned response checkbox.

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Agents will see a lock icon () next to these responses and will be unable to edit them.

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10. Complete the remaining asset details and properties as needed.

Then, click Save in the bottom-right corner to save the asset.

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The canned response is created and can be used at the time of answering routine customer questions from Agent Console and Care Console.

Note: A canned response can be used as an email template in the Care Console and Quick Publisher. When you select a canned response to create an email, its title is automatically populated as the subject line.

The ability to automatically populate the email subject with the canned response title is controlled by a dynamic property. To enable this feature in your environment, contact your Success Manager or Sprinklr Admin. Alternatively, you can submit a request by emailing tickets@sprinklr.com.

Save a Sent Response as a Canned Response

To save a sent response as a canned response, follow these steps:

1. Click the New Page (+) icon to open the Launchpad.

2. Under Sprinklr Service > Resolve, click Care Console.

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2. Open the case containing the reply you want to save as a canned response.

3. Hover over the reply, click the More options icon (⋯), and select Create Canned Response.

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2. ​You will be redirected to the Create New Asset window in the DAM, where you can save the reply as a canned response.

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Send a Canned Response

Agents can send a canned response through Care Console or Agent Console.

Send a Canned Response from Agent Console

To use canned responses in Agent Console, follow these steps:

1. Click the New Tab icon. Under the Sprinklr Service tab, click Agent Console within Resolve.

2. On the desired Dashboard, locate and click the message you want to respond to.

3. Click the Write a Reply option in the conversation pane.

4. From the list of Accounts displayed, select the one from which you want to reply.

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5. Select the type of reply from the Select Type dropdown. These options vary based on the social channel.

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6. Click the Use Canned Responses icon at the bottom of the reply box

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7. To find a specific message, you can simply search for it by name, content, and tags in the search bar above. Click See More Canned Messages to see all the canned messages available.

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8. ​Select the desired canned response.​​

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9. You can also add Image, Video, Document, Link, Text Template, Custom Link, Content Placeholder, and Emojis to your response as needed.

10. Set Campaign and add other Properties as required. You can also add a Note. ​

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11. Click Send to reply.

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Send a Canned Response from Care Console​

To send a canned response from Care Console, follow these steps:

1. Click the New Page (+) icon to open the Launchpad.

2. Under Sprinklr Service > Resolve, click Care Console.

2. On the desired dashboard, locate and click the case you want to respond to.

3. In the reply box of the conversation widget, click the Add Canned Response icon at the bottom.

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Note: For all the channels, you can get the snippets created for the desired canned responses. So if an agent types the snippet in the reply box and selects it, the corresponding canned response will be inserted directly.

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To view the list of canned responses for which the snippets are created, press the forward slash ‘/’ key and select the desired canned response from the dropdown or type the exact snippet and press space to continue typing and the text content will be prefilled. Note that the forward slash ‘/’ should be the first character in a sentence or should have a space before it.

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To get the snippets created, please reach out to support at tickets@sprinklr.com. Each snippet respective to a canned response should be unique to avoid confusion.

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4. Search and select the desired canned response.

You can search for canned responses by name, content, or tags using the search bar above. To find exact matches, enter keywords in quotes. Only responses containing the exact phrase in the title or description will appear.

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Note: To get this feature enabled, reach out to your Success Manager or raise a support ticket at tickets@sprinklr.com.

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5. When opting for a multilingual canned response, the language will align with the platform's set language for the agent.

Agents can click View Translations to choose their preferred translated language for the canned response.

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Note: To get this feature enabled, reach out to your Success Manager or raise a support ticket at tickets@sprinklr.com.

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6. Click the Show All icon to open the canned responses in third pane where you can filter the responses using the asset level properties that you've set while creating canned responses.

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Note: This capability will not work if the grouped canned responses are enabled.

To get the desired picklist type properties enabled in the third pane, raise a support ticket at tickets@sprinklr.com. The Show All icon will not be visible until you get the configuration enabled.

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7. You can also send canned responses with attachments.

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Note: To learn more about using the Canned Responses with attachments, reach out to your Success Manager. To get the desired attachments added to Canned Responses, reach out to support at ​tickets@sprinklr.com.

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8. You can group your canned responses into folders, for example, you may have a group of templates related to shipping, inventory, or returns. Grouped canned responses make it easier for the agents to search for the relevant template.

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9. In the Care Console, you will be able to view canned responses grouped under folders created in Digital Asset Manager. Canned responses that are not added in any folder will come under Uncategorized Assets.

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Note: To learn more about getting the Grouped Canned Responses capability enabled in your environment, please work with your Success Manager.

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10. You will also be able to view the top 3 recently used canned responses grouped under Recent.

11. You can also mark canned responses as favorites by simply clicking the star icon next to each option.

When a response is marked as a favorite (star icon selected), it will be displayed at the top of other canned responses whenever the canned responses feature is accessed in the future.

The sorting of canned responses will follow a chronological order, ensuring that the latest marked favorite appears at the top of the list.

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12. Click Send in the bottom-right corner of the conversation widget to send the selected canned response.

Canned Response with Attachments

Within the Care Console, you can send canned responses with attachments using the reply box. In the blueprint, we have provided some templates for different types of attachments and this can be used in the discovery time to showcase the Attachment Support in Canned Response.

Canned Responses Widget

In Care Console Layout Manager, you have the option to select the "Canned Responses Mode" as a Widget, enabling you to incorporate a canned response widget into the Care Console interface.

This feature simplifies the process of accessing and utilizing canned responses, enhancing efficiency and facilitating smoother communication workflows.

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Grouped Canned Responses

In the Digital Asset Manager (DAM), you can create folders and group your canned responses within them. This helps keep your canned responses better organized. For example, you can group canned responses based on their purpose such as shipping, inventory, or returns. Grouped canned responses make it easier for agents to find the relevant template.

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In the Care Console, you will be able to view canned responses grouped under folders created in the Digital Asset Manager.

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Note: To get this feature enabled, reach out to your Success Manager or raise a support ticket at tickets@sprinklr.com.

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Mark Grouped Canned Response as Favourite

You can mark grouped canned responses as favorites, just like individual canned responses. When marked as a favorite, the grouped canned response will be displayed prominently for quick and easy access.

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Auto-Filtering Canned Responses

Auto-filtering helps agents quickly discover relevant canned responses by automatically applying filters based on the current case context. By narrowing the list of available responses to those that are most relevant to the current interaction, auto-filtering streamlines response selection and improves the overall agent experience.

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Note: Access to this feature is controlled by the dynamic property (DP) CF_ASSETS_FOR_DEFAULT_FILTERS. To enable auto-filtering, the DP must be configured with the value UNIVERSAL_CASE. To enable this feature in your environment, contact your Success Manager or submit a request to tickets@sprinklr.com.

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The key benefits of auto-filtering canned responses are:

  • Reduces the time spent searching through large canned response libraries.

  • Minimizes manual filtering and scrolling.

  • Improves agent efficiency and response speed.

  • Helps agents consistently find the most relevant responses, especially in high-volume support environments.

Configuration

To configure auto-filtering:

  1. Open Persona App Manager.

  2. Locate the persona app that you want to configure and open it for editing.

  3. Open the Care Console settings.

  4. Under Canned Response Filters, select the custom field that you want to use as a canned response filter.

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    Note: You can configure up to three filters.

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  5. Ensure that the selected custom field is associated with both the Case and Media Asset assets.

  6. Save and Publish.

For more information about configuring Care Console settings, see Persona App Configuration for Care Console.

Using Auto-Filtering

  1. Open Care Console.

  2. Open the relevant case.

  3. Click the Canned Response icon in the Reply Box to open the canned response pop-up. Alternatively, use the Canned Response widget.

  4. Review the filtered canned responses that are displayed.

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  5. Select the appropriate canned response and insert it into the reply.

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If the current case contains a value for a configured filter field, the system automatically applies the same value to the canned response filter and displays the matching canned responses.

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Example

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Consider a customer who contacts support to request a product return. The case is assigned Issue Type = Returns, and Issue Type has been configured as a canned response filter.

  1. The agent opens the case in Care Console.

  2. The agent opens the canned response pop-up or the canned response widget.

  3. The system detects that the case has Issue Type = Returns.

  4. The system automatically applies Returns as the canned response filter.

  5. Only canned responses related to return requests are displayed.

The agent reviews the filtered responses and selects the most appropriate canned response to reply to the customer.

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