預設回應¶
Canned responses are customizable inputs where a typed shortcut populates a longer response. A user enters a keyword shortcut, which is then automatically replaced by the expanded substitution response. Canned responses save time by allowing users to use shorthand phrases to populate longer messages. This also limits the possibility of errors when typing out longer messages because these are pre-set messages. This maintains consistency throughout customer interactions.
Canned responses consist of two main components: the shortcut and the substitution. The shortcut is the keyword or key phrase that is to be replaced. The substitution is the longer message that replaces the shortcut.
Canned responses are available to use in Live Chat conversations, the Discuss app, and the Chatter. Canned responses are also available in direct message conversations, channel conversations, and WhatsApp messages.
Creating canned responses¶
Canned responses are managed through the Discuss application. To create a new canned response, or manage the list of existing responses, navigate to .
Then, to create a new canned response, click New at the top-left of the list. Doing so reveals a new blank line in the list.
Canned responses consist of two main components, a shortcut the user enters, and the substitution that replaces the shortcut.
Type a shortcut command in the Shortcut field. Next, click on the Substitution field, and type the message that will replace the shortcut.
小訣竅
Try to connect the shortcut to the topic of the substitution. Not only does this make it easier to use the responses, it prevents the list of responses from becoming disorganized and overwhelming.
The Created by field automatically populates with the name of the user that creates a new response. This field cannot be edited.
To share this response with other users, select one or more groups in the Authorized Group field that should have access.
警告
If the Authorized Group field is left blank, the response can only be used by the user that created it.
Canned responses created by the database are automatically credited as created by OdooBot. They must be assigned to an authorized group before they can be used by any users. To view the responses created by OdooBot, navigate to .
Lastly, the Last Used field keeps track of the date and time each response was most recently used. This field cannot be edited.
Use a canned response¶
To use a canned response in a conversation, click the (plus) icon in the message window. Then, click Insert a Canned Response. This opens a list of available canned responses. Either select a response from the list, or type the appropriate shortcut, then click the (send) icon or hit Enter.
小訣竅
Typing :: in the Chatter composer, or chat window, on its own generates a drop-down list of
available canned responses. A response can be selected from the list, in addition to the use of
shortcuts.
To search through the list of available responses, type ::, followed by the first few letters
of the shortcut.
