Connect Support Chat Response "Canned" Messages

[Sharpy]

We have a list of "canned" Agent responses to Customers that we would like to make available to Agents.  For example, instead of typing a sentence with 30 words, is there way a way to add these messages to a Chat Response list, and the Agents could respond quickly to a Customer by just typing a short phrase, shortcut key, a number, etc.?

There are typical responses to customers that are used 1,000s of times each day, and this would save from having to type each word from a "canned" response.

This is in addition the "Welcome" and "Goodbye" or "Timed Out" session auto responses.

Thank you!

[BryanS413339635]

Were you able to get this working?

[Austin tenPas · Accepted solution]

Hey Everyone,

I was recently looking for an answer to this questions that would work in New York but I couldn't find anything on the forums. Later I was able to find a solution so I thought I would go ahead and post it here for anyone else who is looking.

Simply use this script in a Connect Action:

var conv = sn_connect.Conversation.get(conversation.sys_id);

conv.sendMessage({body: "Hello World", field: "comments"});

Here's a link to the related documentation:

https://developer.servicenow.com/app.do#!/api_doc?v=madrid&id=conversation-sendMessage_String_String