Live Assist makes it easy for an agent to find and use predefined content, or canned messages. Simply click on the "Canned Messages" icon at the lower left of the chat widget to reveal a list of messages available for insertion. The agent can scroll through the list to find her desired message, or she can begin typing a word in the search box; this will filter out any messages that do NOT contain the search word.
At any time, the agent can click on a message to insert it at the typing prompt. Once inserted, the agent is free to modify the text, or add additional text prior to sending; however the agent must click "Send" (or press "Enter") in order to send the message to the customer.
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