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> Use this file to discover available pages before exploring further.
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# What are “Canned Messages” in MyOperator and how do I create, manage, and use them in live chat?

## Quick answer

Canned Messages are pre-written replies that any agent can insert into a chat by typing "/" and selecting the desired snippet—no Meta approval needed, provided the message is sent inside the 24-hour service window.

Owners, Admins, and Managers build and organize the shared library; Agents simply search, personalize (variables like `{{contact.name}}` fill automatically), and send.

## When should I use this guide?

Use it if you want to:

* Cut response time on repetitive questions.
* Ensure every reply is on-brand and typo-free.
* Onboard new agents with a ready-made answer bank.

---

## 1. Feature overview

* Canned Messages = pre-written texts (plus optional images, videos, docs, buttons).
* Invoked with "/" in the chat composer—instant search and insertion.
* No Meta approval required; usable within the 24-hour service window.

---

## 2. Key benefits

* Increase efficiency – replies in seconds, agents handle more chats.
* Improve quality – brand-consistent, error-free messaging.
* Faster onboarding – new hires use the same answer bank.
* Boost satisfaction – swift, accurate, personalized responses.

---

## 4. Agent workflow: insert & send (using canned messages in conversations)

| Step | Action |
| ---- |
| 1 | Type / in the chat composer. A pop-up lists all Canned Messages. |
| 2 | Start typing a keyword to filter; use arrow keys or mouse to pick. |
| 3 | Press Enter. The full message appears in the composer. |
| 4 | Auto-variables (e.g., `{{contact.name}}`) fill instantly. |
| 5 | For manual placeholders (e.g., `{{order_id}}`), cursor jumps to the spot—type the value. |
| 6 | Edit as needed, then click Send. |

![Find and insert a message](https://content.api.getguru.com/files/view/b7c3b3d4-d1be-4b6c-b6d7-e964f5928c0d)

---

## 5. Manager workflow: create & manage (for admins, owners and managers)

1. Open Main Menu → Canned Messages.
2. Click + Create New Message.
3. Complete the form:
4. Message Name – e.g., "Welcome Greeting"
5. Message Content – supports bold, italics, links, emojis
6. Variables (optional) – insert placeholders like `{{contact.name}}`
7. Attachments (optional) – image, video, or doc
8. Buttons (optional) – up to 3 Quick Replies or 2 CTAs
9. Click Save Message.
10. Back on the dashboard, use Edit or Delete to maintain the library.
11. All saved messages become instantly available to agents via "/".

![Creating new canned messages](https://content.api.getguru.com/files/view/9375a17d-8663-4a98-a7c3-98b53099646a)

![Creating new canned messages](https://content.api.getguru.com/files/view/f2e81575-3b35-4c86-933f-3e9dc2081c04)

---

## 6. Use cases library

| Category | Example snippet |
| ---- |
| FAQs | "Our business hours are Mon–Fri 9 AM–6 PM IST." |
| Greetings | "Hello `{{contact.name}}`! How may I assist you today?" |
| Closings | "Is there anything else I can help you with?" |
| Troubleshooting | Step-by-step guide with PDF attachment. |
| Promotions | "Shop our sale! [Shop Now] button links to sales page." |

---

## 7. Role-based permissions

| Role | Create / Edit / Delete | Use in chat |
| ---- |
| Owner | ✅ | ✅ |
| Admin | ✅ | ✅ |
| Manager | ✅ | ✅ |
| Call Agent | ❌ | ✅ |

|| Info
Note: The Owner can customise these defaults in Settings.

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## 8. Plan availability

* Feature is included on all subscription plans—no upgrade required.

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## 9. Limitations

* Usable only inside the 24-hour service window; for outside-window outreach, use approved templates.
* Agents cannot create or edit messages unless given elevated permissions.
* Overuse of canned replies can feel impersonal—encourage agents to add a personal note where appropriate.

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Keywords: canned messages, slash command, quick replies, WhatsApp live chat, customer support macros, MyOperator