Content
- What are canned responses?
- How do I add canned responses?
- Which permissions are required?
- Using canned responses in tasks
- Benefits of using canned responses
What are canned responses?
Canned responses are predefined text templates that can be used in the "Tasks" area to reply to requests. They let you provide frequently used messages efficiently and consistently, making it easier for your team members to process tasks.
Examples of canned responses:
- Acknowledgments for reported issues
- Information about frequently occurring problems
- Notes on further processing or responsibility
How do I add canned responses?
Follow these steps to create new canned responses or edit existing ones:
- Log in to Cockpit and navigate in the left navigation bar to Administration > Companies.
- In the overview, select the company for which you want to manage canned responses.
- There, click the "Solution settings" tab.
- In the "Canned responses" section, you can create new entries or edit existing ones.
- Enter a title, define the text content, and save your entries.
Tip: The following placeholders can be used in canned responses and are automatically replaced with the corresponding information: {{tenant name}} (name of the requester), {{agent name}} (name of the processing team member), {{service provider name}} (name of your company), and {{app name}} (name of the app). This creates personalized, yet standardized, communication.
Canned responses are then available in the "Tasks" area to all team members with the corresponding roles.
Which permissions are required?
To add or edit canned responses, you need the role "Companies | Manage companies". Only people with this permission see the companies overview in the administration area and have access to solution settings.
If you do not have this permission, please contact the administrator responsible for your platform.
Using canned responses in tasks
Once canned responses have been set up, they are available to you in the "Tasks" area. Open a task and click the "Canned responses" icon in the reply area. There, you can use the search function to find a suitable canned response and insert it with one click.
Note: Employees of third parties see the canned responses of their own (external) company here. If no canned responses are set up for that company, the feature is not displayed.
Benefits of using canned responses
Working with canned responses offers several benefits:
- Efficiency: You don't have to rewrite frequently used texts every time.
- Consistency: All team members use the same wording.
- Quality: Standardized communication increases professionalism when dealing with residents.
- Scalability: Especially useful for large portfolios or a high volume of daily requests, where structured template management helps a lot.