Canned Replies not available to all Agents

  • We have a team of 10 agents and only now realizing that canned replies are personal. 1 agent created a great canned reply, but none of the other agents can see it. We purchased all of the paid addons and think we have it set up correctly, but I keep thinking I’m missing a setting. Are canned replies designed to be not sharable to other agents? If so, can that be allowed in a future update?

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  • Plugin Contributor Nikhil G

    (@nsgawli)

    Hello,

    In the current version, agents can’t create public canned replies. This feature is under the development queue and not scheduled yet. It will be available in future updates.

    Admins can make agent’s canned replies public. Please go to Dashboard > Canned Reply > Edit canned reply and in SupportCandy widget select “Visible All Agents” checkbox.

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