Canned responses are pre-written replies to common questions, allowing you to quickly insert pre-formatted content into your messages. Bitrix24 Messenger includes this tool to help sales managers save time on frequently asked questions.

This tool allows you to:

• Save sent messages as canned responses
• Add new canned responses while chatting with a client

Using canned responses

Canned responses work in any open channel. To view them,

1. Go to Messenger.
2. Switch to the Contact Center tab.
3. Open a chat with a customer.
4. Click the lightning icon at the bottom.

Saving and adding canned responses

To save a recently sent message as a canned response, click the arrow button next to it and select Save as canned response.

To add a new canned response from scratch, click the plus button (+) and enter the text.

Canned responses are divided into sections. When adding a new response, select a section and click Create.

You can edit a response later by clicking the pencil icon next to it.

To create new sections, click the gear button (⚙️) next to plus (+).

Managing canned responses

All canned responses are based on Lists. To find all canned responses, go to Automation > Lists > Open channel.

The list settings page will appear. Here, you can add new sections or canned responses. Click Add and select the needed option.

Also, you can click Settings (⚙️) to configure list settings, customize fields, show or hide sections, or export the list to Microsoft Excel.
Example of working with Lists

If you use several open channels, you can create a unique list of canned responses for each of them. Select a list in the Auto Actions section when configuring an open channel.
Open Channel settings