...
A "canned messages" drop-down menu becomes available whenever an external chat session is pushed to CCA. This menu 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 is a menu entry for each of the messages within the group.
Clicking the actual menu item presents the agent with the text to be sent. The agent can then choose to send the text as is, or change it as needed before sending.
