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Canned messages

Canned messages are predefined plain-text quick responses that enable you to quickly answer common demands or usually repetitive questions from your customers in tickets or chats. Creating a canned message To create a new canned message, navigate to Configuration > Automation > Canned messages, and click on the "+ Create message" button. In the New canned message window define the text of your canned message in the Message field, and select whether the new canned message should be avail...

IVR

[Interactive Voice Response](https://www.liveagent.com/customer-support-glossary/ivr/) allows callers to navigate through a phone system before talking to a customer support representative. Via IVR you can play custom recordings to your customers, gather information during the interaction, and execute appropriate actions, such as routing the caller to the correct agent/department or issuing a [callback](https://support.liveagent.com/887433-Automatic-callback-request). IVR in LiveAgent is configu...

Emoji

[LiveAgent](https://www.liveagent.com/) is fully compatible with Emojis 🤝. The only requirement is that you run Mac OS X (or higher) or Windows 10 🖥 (or higher). You can use Emojis while chatting 💬 or when publishing a Knowledge Base 📒 article. To access Emoji keyboard ⌨️ on your computer, use the following shortcuts: Windows 10 - ⊞ Win + . OS X - Ctrl + ⌘ Command + Space

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