Adding Canned Responses

Owned by Coreen Stalnaker
Last updated: Mar 20, 2024
3 min read

With the changes in 10DLC there is a high chance a canned message might get flagged as SPAM.

 

Canned Responses can only be added by Users with a Super Admin Role. 

  1. To add account wide Canned Response go to Settings and select Options. From there click on the TLMessenger (SMS) tab to begin setting up the Canned Responses 

   

 

 

  1. To create a canned response:

    • Fill out the label (This is what the User will see) 

    • Key (This can either be underscore separated or just one long string, just not space separated) 

    • The message will be what you want to send out. This should be under 160 characters. 

  2. If you want information on what fields can be auto filled, such as the lead’s name, policy information, and more click the question mark. This contains details of what fields can be auto populated as well other useful information regarding Canned Responses.

  1. Once you've written out your desired canned response, click the blue Save Icon

User Created Canned Messages

Individual Users can also create personal Canned Messages that they can use while communicating with customers. These messages can only be accessed by the User that creates them, whereas System Canned Messages can be accessed by anyone.

 

  1. Double click the Speech Bubble Icon on any lead with a valid phone number 

  1. Once the window is opened, click on the clipboard Icon at the top and select the Green Plus (+) Icon to begin creating messages 

  1. Once the User has created the message, click the Save Icon next to the message header

 

  1. When the User is ready to send the message, select 1 of the 2 Icons to the left

    1. Closed blue Chat Icon - send the message as written

    2. White Chat Icon - The message will be moved to the dialog box to allow the User to personalize, as needed. 

  1. User created Canned Message can be viewed by going to Users and selecting Manager All. Open the individual User and select the TLMessenger tab. Any User Created messages are visible here. 

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