Canned Responses
For answers to common questions, create a canned response for quick response with delay of typing. All operators can create their own private canned responses that are available just for their account. However, the Setup Admin can also create department global canned responses that are available to all operators assigned to the department. The Setup Admin can also preconfigure all the canned responses, categorize them and have it be available to all operators.
Shared Canned Responses
The Setup Admin can create canned responses that are available to all operators assigned to the department.
Global Categories
The Setup Admin can create global canned response categories that are available to all operators assigned to the department.