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Can I use canned messages when chatting with guests?

9479 views   |   Last updated on Mar 27, 2020    staffing


Canned messages for staffing via the webclient

If you're using our latest webclient for staff, then yes!  It has built-in canned/scripted messages.  

Administrators create shared groups (pools) of canned messages and assign operators to them using the Canned Messages page in the admin site.  Since you can create multiple pools of messages, you can provide different messages for different groups of staff, or different categories of messages, if desired.   Those messages are available to designated operators through our webclient.

The messages are easy to use and can be manually selected by operators in the webclient.  Operators can also use canned messages as type-ahead suggestions when composing replies to guests during a chat, so that they do not need to use the mouse to pick the message.

Individual operators can browse their assigned shared messages and optionally create their own private messages via the Messages tab in the webclient. If desired, operators can also opt out of canned messages in their Settings.

Canned messages when staffing other ways

Since there are numerous ways to staff a LibraryH3lp service, a more complete answer depends on which specific staffing client is in use. 

  1. You can also use Profile Pages (built via the admin site) to provide canned messages that your staff will cut and paste.  Staff access the profile pages by clicking on the queue avatar on each chat window in the webclient, or by following the link to the chat management page in all other chat clients.
  2. If you're staffing through Pidgin, try the Text Replacement plugin.  It is included with Pidgin but not enabled by default.  More info.

Other clients may have similar features available.  While we have not tested them, it sounds like TextExpander or Quicksilver would probably do the trick for Mac users running Adium.


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