Many organizations use canned responses to optimize agent productivity and to standardize messaging in their live chat operations. However, it must be remembered that live chat is fundamentally a one-on-one interaction between your customer and your brand.

Here are three tips to ensure your canned responses are executed in a way that is appropriate, thoughtful and genuine—and that they resonate with customers.

#1 Make a good first impression.

Greetings might be the first place you start when building your canned response bank. A few short lines to say hello, introduce yourself, and ask how you can help sounds simple enough. However, it’s important to consider the different ways a customer may come to you. For instance, if the customer has already asked a question prior to your greeting or has been transferred from another representative, asking how you can help may not be an appropriate welcome. Crafting a few adaptations of your standard greeting will allow you to make a good first impression, no matter the circumstances.

#2 Use A/B testing.

Your canned responses will be used time and time again by your customer service reps. Rather than assuming that your first draft is your best, use this as an opportunity to optimize your messaging. A/B testing allows organizations to create alternate versions of their canned responses that can be automatically distributed when a rep chooses the original. From there, the results are tallied as data accumulates. Using summary reports, contact center supervisors can then determine which messages are the most effective—and then increase usage accordingly.

#3 Know when NOT to use canned responses.

As time goes on, your canned message bank will become quite comprehensive. However, no matter how many canned messages you’ve accumulated, there will always be instances when a spontaneous, human response is what’s really needed. For example, when a customer has had a particularly egregious difficulty, a personalized, empathetic response from the representative may quickly alleviate the situation.

Consider creating some basic communications guidelines to steer the creation of canned messages and to train your customer service team, so reps can confidently respond when crafting their own personalized responses, as well.


When issues go beyond the capabilities of canned messages, know you’ve got a team of live chat agents that are engaging and effective. Get the Top 5 Live Chat Agent Training Tips >>