When working in the Omni interface, agents can include canned messages in any messages they send for email, SMS, webchat, and Facebook messenger.
Although there is no option for creating templates canned messages, any templates for email and SMS will be available to the agent as canned messages, with certain restrictions:
- Subject lines.
If you use an email template as a canned message, it will not include the template’s subject, if it has one.
- Images and attachments.
Chat and SMS cannot include attachments. Any images or other attachments in the template will not be included if used as a canned message for SMS or chat.
Chat does not support tags. If the template includes tags, they will not be converted if used in chat.