Personal Canned Responses for Care Console
Updated
Personal canned responses are predefined messages created by agents in the Persona app according to their needs. Once created, they can be used directly in the Care Console. These responses are private and visible only to the agent who owns them. They simplify the process of creating canned responses and reduce dependency on administrator‑managed templates.
Key Benefits
Agent-level ownership: Agents can independently create and manage their own canned responses without administrator support.
Simple creation process: A streamlined form with only essential fields makes it quick and easy to set up responses.
Private visibility: Personal canned responses are visible only to the agent who created them.
Faster response handling: Agents can instantly reuse their own frequently typed responses during customer interactions, reducing repetitive typing.
Reduced reliance on external tools: Eliminates the need to maintain their personal responses in spreadsheets, notes, or other external documents. All canned responses are managed in a centralized place.
Prerequisites
Before you begin, ensure the following prerequisites are met:
Agents must have the Manage Personal Canned Responses permission.
Add Personal Canned Response Widget (Admin)
Before agents can create personal canned responses, the administrator must add the Personal Canned Responses widget to the Home page of the Persona App.
To add the widget, follow these steps:
1. Access Persona App Manager. For steps, see Access Persona App Manager.
2. Locate the desired Persona App.
3. At the start of the row, click the three‑dot (⋮) menu icon and select Edit from the dropdown options.
4. Click the Home menu item to open the Home page configuration pane.
5. Click Customize Home Page.
The record page for the Home page is displayed, where you can add widgets.
6. Hover over the existing widget where you want to add the Personal Canned Responses widget.
7. When you hover over a widget, the buttons Add Widget Above and Add Widget Below are displayed.
Click the appropriate add (+) button depending on where you want to place the new widget.
The Widget Library opens in the right pane.
8. Search for and select Personal Canned Responses Widget.
9. Configure Height and Visibility Condition as required.
10. Click Save and Publish.
The widget will then be visible to agents.
Create Personal Canned Response (Agent)
Once the widget has been added to your Persona App and you have the required permission, the Personal Canned Response widget will appear on your Persona App Home page. From there, you can create your own personal canned responses.
To create a personal canned response:
1. Open the Persona App from the Launchpad.
2. In the left-navigation menu, click Home.
3. Locate the Personal Canned Response widget.
4. Click the + icon to create a new personal canned response. In the Create Personal Canned Response form, fill the following fields:
Field | Description |
Name | Title or identifier for the personal canned response. |
Content Type | Defines the format of the response content. This is a drop‑down with two options: Text or RTFD.
|
Content | The actual message content that will be sent to the customer. |
Define Snippet | A short description of the snippet’s purpose, making it easy to identify and reuse. |
5. Click Create.
Your personal canned response is created and listed in the widget for easy access.
Use Personal Canned Response (Agent)
Once you’ve created personal canned responses, you can access them directly while working in the Care Console.
To use a personal canned response:
1. Open Care Console.
2. From the Case Stream, open a case.
3. In the Reply Box, click the Canned Responses icon.
The Canned Responses window opens with two tabs:
All: Displays canned responses created by administrators or supervisors and shared with you.
Personal: Displays the personal canned responses you created.
In the Personal tab, agents can view the canned responses they have created and apply them directly when replying to customers.