Canned messages

What are canned messages?

Canned messages are pre-written responses that representatives can use in chat sessions to save time and provide consistent communication. These messages are categorized for easy access and can be filtered by category or team.

How are canned messages useful to my organization?

Canned messages help reduce response time and ensure standardization in communication between representatives and customers. By using predefined responses, support teams can address common queries efficiently and maintain consistent messaging across sessions.

How do I access the Canned Messages page?

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Console Settings.
   The Rep Console Settings page opens and displays by default.
3. At the top of the page, click Canned Messages.
   The Canned Messages page displays.

Add or edit canned message

Title

Create a unique name to help identify this message. This name should help representatives locate the message they wish to send.

Message

Create the text that will display in the customer chat. You can use BBCode to do some low level formatting, such as adding bold, colors, or hyperlinks. Click on Supported BBCode Formatting to display a list of codes and their resulting applications.

ℹ️

Note

Messages should be relatively short so they can be viewed without much scrolling in the customer client windows. This applies to both the native client and click-to-chat modes.

Category

Select the category under which this item should be listed.

Team availability

Select which support teams should be able to use this item.

Canned messages categories

Add, edit, delete

Create a new category, modify an existing category, or remove an existing category.

Add or edit category

Name

Create a unique name to help identify this category. This name should help representatives locate the message they wish to send.

Parent category

Optionally, select a parent category to nest categories.

Child categories

View names of and links to any child categories.

Messages

View links to any messages in this category.