When you’re in the Message Center and communicating with a customer, you’ll see a star icon on the right side of the message entry field. This icon opens your canned responses.
You’ll see several pre-written messages you can use for quick replies. To insert one, click the star icon and choose the response you want. The text will automatically appear in the message field, and you can send it by clicking the yellow arrow button.
You can also create your own custom canned responses by clicking on the star icon and selecting Manage Templates at the bottom of the list.
Once you are on that page, you can modify your existing canned responses by clicking the Edit button next to the response you wish to change. To create a new response, simply click the “+Add Template Response” button located at the top right corner of the page.
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