Canned responses are predefined messages that agents can use to respond to common customer queries. They help agents save time and maintain consistency in their responses. In the Salesforce Connector, canned responses are available in the chat console for agents to use while responding to customer queries.

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1. Sendbird Chat SDK integration with Salesforce Service Cloud. See guide.

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Users need Sendbird Lightning User permission to use the canned response feature. If a user doesn't have this permission, do the following:

• Go to Setup > Administration > Users > Users, then click on a user.
• Click on Permission Set Assignments > Edit Assignments.

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• Find Sendbird Lightning User in the list of available permission sets and click Add, then click Save.

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For users who do not have the Sendbird Lightning User permission, you need to manually add the Canned Responses feature.

Note: You can skip this part if step 2 is already completed.

1. Go to Setup > Administration > Users > Permission Sets, and find Sendbird Lightning User.

2. In the Sendbird Lightning User Permission Sets page, click on Object Settings.

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3. Then, find the Canned Response Folders and Canned Responses objects.

• Under Tab Settings, give permissions for Available and Visible for both objects.

• Under Object Permissions, enable Read, Create, Edit, Delete, View All, and Modify All permissions for both objects.

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4. Click Save.

5. Go to Setup > Apps > App Manager, and find Service Console in the table. Then, click on Edit by selecting the down arrow.

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6. Then, go to Navigation Items in the left menu and add Canned Responses and Canned Response Folders to the selected items.

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If you've successfully completed the steps above, you can now create canned responses.

1. Search for Canned Responses in the App Launcher and click on it.

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2. Click New and fill in the necessary information for a new canned response. Then, Save.

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Agents can now use canned response in the Sendbird Support Chat widget. For information on how to set up a Sendbird chat widget in Salesforce, see this guide.

1. You can find a list of saved canned responses to use when you click on the icon next to the input box as highlighted in the image below.

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2. You can also use a hashtag # as a shortcut for canned responses. For example, typing #Good will show relevant canned responses.

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You can manage which user profiles have permissions to create, edit, delete, or view canned responses.

1. Go to Setup > Administration > Users, then click on the link under Profile for that corresponding user.

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2. Once you're in the user's profile, click on Edit and scroll down to the Custom Object Permissions section. Then, grant the necessary permissions.

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3. Users who don't have the necessary permissions will not be able to search for the Canned Responses feature in their App Launcher.

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