Connect Support Chat Response "Canned" Messages

Sharpy · ‎07-23-2019

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!

Austin tenPas · ‎02-20-2020

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

View solution in original post

Sharpy · ‎07-24-2019

I was able to get the "canned" responses created in the Chat Action Menu.

var id = conversation.document.group;

new SNC.LiveFeedApi().addMessage('message', id);

I can see the message as the Agent, but it isn't sent to the Customer. Do I need to add a "sendMessage" command as well in the script?

Santhana Rajhan · ‎07-24-2019

Try this

Sharpy · ‎07-24-2019

I did that already, and have 28 canned messages. I can click on any Action and the message is injected into the Chat, but only the Agent can see it. The Customer can't see it. I found some LiveAction options, to Post the message, but it's still not appearing on the Customer chat window.

This suggestion didn't work unfortunately.

https://community.servicenow.com/community?id=community_question&sys_id=f8e803a1db5cdbc01dcaf3231f96...

I think I am close, just need the right syntax to "send/post" the message to the customer....

Santhana Rajhan · ‎07-24-2019

Is the shortcut set to "live_message"