A Canned Response lets you pre-register messages you use often in Chat and insert them with a single tap. Common questions about creating, sharing, and using Canned Responses are answered below.
What kinds of content can I register as a Canned Response?
You can register two types of Canned Response: "text" and "auto send messages."
In Response content on the Canned Response creation screen, you choose which type to register.
| Response content | Description | Common uses |
|---|---|---|
| Text | A text-only Canned Response | Greetings, standard answers, set phrases for handling inquiries |
| Auto Send Messages | Calls up a registered auto send message as a Canned Response | Responses that include more than text, such as Rich Messages or images |
When you insert a Canned Response in the Chat screen, you pick a registered one from Select Canned Response.
Can I share Canned Responses with other members?
Members of the same Workspace can use Canned Responses that have already been created, exactly as they are.
Because Canned Responses are managed at the Workspace level, you do not need to set up individual sharing for each member. A Canned Response created by one member can be called up and used by other members from Select Canned Response on the Chat screen.
As your collection of Canned Responses grows, grouping them into purpose-specific folders with Create Folder makes them easier for the team to find.
Is there a limit on how many Canned Responses I can create?
The limit on the number of Canned Responses you can create may vary depending on your plan.
If you reach the limit and cannot create new ones, delete unused Canned Responses to tidy things up, or consider upgrading your plan. For the exact limit for each plan, please contact support.
Is there a character limit for Canned Responses?
Text Canned Responses follow LINE's specifications for sending messages.
Extremely long text can cause an error when sent, so we recommend adjusting it to an appropriate length that gets your point across in a single message. After inserting it, you can review and edit the content on the Chat screen before sending.
What is the difference between a Canned Response and a broadcast template?
A Canned Response is used for one-to-one replies in Chat, while a broadcast template is used to create a Message Broadcast, so they are separate features.
| Item | Canned Response | Broadcast template |
|---|---|---|
| When to use | When replying individually to a customer in Chat | When creating a Message Broadcast |
| Where to open | Select Canned Response on the Chat screen | The Message Broadcast creation screen |
| Main contents | Text, auto send messages | A full set of messages for a broadcast |
Use a Canned Response to make replies more efficient, and a broadcast template to make creating broadcasts more efficient.
Can the agent handle Chat replies for me too?
Automatic responses to customers on LINE are handled by the Customer Agent.
A Canned Response is a feature you use when a member replies manually. If you want to answer common customer inquiries automatically, consider setting up the Customer Agent. Use a Canned Response when you want to make manual replies more efficient, and the Customer Agent when you want to delegate automatic responses, choosing each according to your goal.