Canned chat messages (or pre-defined chat messages) are designed to provide agents with a mechanism to answer inquiries from external users in a uniform, yet easy manner. For simplicity, messages are encapsulated within groups that can be linked to one or more queues.
A "canned messages" dropdown menu will become drop-down menu becomes available whenever an external chat session is pushed to CCA. This menu will contain contains one submenu for each of the groups linked to the queue the external chat session is associated with. Then, within the group itself, there will be is a menu entry for each of the messages within the group. Clicking on the actual menu item will present presents the agent with the text to be sent, so that it can be either sent . The agent can then choose to send the text as is, or changed change it as needed before sending.