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.
As a Rocket.Chat workspace admin, you can enable and disable canned responses on your workspace.
To enable canned responses in your workspace,
- Go to Administration > Workspace > Settings > Omnichannel > Canned Responses.
- Enable canned responses and save the change.
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- 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. {% endhint %}
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 permissions for creating canned responses:
save-canned-responses: Users with this permission alone can solely create private canned responses. It is assigned to agents by default, who can create or access one from any Omnichannel room.
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save-canned-responsesis the basic permission required for every user to create any type of canned response.
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save-department-canned-responses: Users with this permission can create canned responses for departments.save-all-canned-responses: Users with this permission can create public, private, and departmental canned responses. It's assigned to managers and workspace administrators by default.
To create a new canned response for your workspace, see Canned Responses Omnichannel Managers Guide.