You can use Canned Responses to make it easier and quicker to respond to typical messages (questions, praise, etc.). If you often have to give the same answer to customers questions, you can make the answer a canned response and reuse it later on. Ideally, you always change the template a little bit to maintain a personal approach. Social media should, naturally, remain social!
You can manage your Canned Responses in the tab Account Settings > Publishing > Canned Responses. Here you can create new Canned Responses, edit existing ones, and delete the ones you no longer use.
Under Account Settings, go to Publishing and then choose 'Canned Responses' (see screenshot above). Click 'Add Canned Response' to add a new Canned Response.
When you are publishing a new message/replying to a message and you think, "this might be an answer I will want to use again in the future," you can save it as a Canned Response.
Go to the Publishing tab. There you should click on the icon to publish a new post.
The publishing dialog appears. Next to the publish button you will find a drop down menu with several options. The Save as Canned Response will help you to save your content post as a canned response. So from now on, the saved post, can be used as a response.
When you are replying to a message and you want to use a Canned Response, click this button in the bottom left corner of the Reply Bar:
You can find the Canned Response you need by starting to type the response, the name or one of the tags you gave it. In the case of the example above, "Information". Or you can also type the beginning of the content.
When you’re creating a Canned Response in CX Social you can add parameters to the response you're creating. You can use all available CRM variables. You can add for example:
- [service] (e.g Facebook, Twitter,..)
- Or you can use custom attributes as variables as well.
When you go to Account Settings > Publishing > Canned Responses you'll be able to create new canned responses. When creating a new canned response you can include the [author] in your message and it will show the name of the author. For example the sentence: Hello [author]! Could you please send me your order number via a [service] DM?
By using the parameters in the canned response your message will look like this:
Here you can see the [author] parameter has been replaced by the Twitter username of the customer and the [service] parameter has been replaced by the service used, Twitter in this case.
If you want to know more about Publishing and Replying in CX Social click here.
For better structure and searchability, you can organize your canned responses in folders.
You can do this by adding a folder in your canned responses overview. By simply dragging and dropping you can add a response to a specific folder.
Additionally you can now enable and disable canned responses one by one. If you temporarily don't need a certain canned response (it might be seasonal or part of a marketing campaign for example ), disable it, and it won't be suggested to in the publishing interface anymore.
Via custom user roles, you can control which user roles have access to which set of canned responses.
Choose which canned responses can be used by this user role, by selecting the folders that the user should see. If you select all or none of the folders, the user will have access to all canned responses as well as any newly created canned responses. If you select only a subset of the canned responses folders, the users won't see the canned responses from deselected folders.
If you want to learn more about publishing posts from within CX Social, check any of the following articles: