Using a canned reply

Once your agent is logged into their interface, and ready to accept chats. they can deploy canned replies to speed up issue resolution for common problems.

When an applicable question has been asked, the agent clicks on the envelope icon (looks like a snail mail letter inder their chat line) labeled "Canned Replies"

Screenshot of image here: https://www.screencast.com/t/H4E4WeNJ

The agent has the option of selecting an existing reply, or creating a new one to add to the library. Once a canned reply is selected, it will populate the response field in the agent's chat area.  The agent can then edit the reply, or send it out as is by clicking "Send" or pressing <Enter>