Freshchat Agent Assistant

Productivity tools, auto-expanding text shortcuts, and quick actions for Freshchat agents.

# Freshchat Canned Response Assistant The **Freshchat Canned Response Assistant** is a productivity extension designed for Freshchat support teams. It streamlines agent workflows with quick-access toolbar buttons, dynamic variable replacement, double-click auto-sending, and categorized response management. --- ## Key Features * **⚡ Floating Assistant Sidebar**: Access your entire canned response library from a compact panel that stays out of your way until needed. * **📌 Toolbar Quick-Buttons**: Pin high-frequency canned responses directly above the Freshchat reply editor for instant insertion. * **⭐ Favorites & 🔥 Most Used**: Automatically tracks response usage to highlight your top 5 most frequently used templates alongside a dedicated Favorites section. * **⚡ Double-Click Auto-Send**: Click once to insert text into the chat editor, or double-click to insert and send automatically. * **🛡️ Variable Safeguard**: Automatically detects unfulfilled placeholders (e.g., `{order_id}`, `[reason]`) on double-click, blocking accidental auto-sending and flashing a red border on the editor until filled. * **🏷️ Dynamic Variable Auto-Fill**: Automatically resolves `{agent}` with your configured name and `{greeting}` with time-based greetings (*Good morning*, *Good afternoon*, *Good evening*). * **🔍 Precision Search**: Quickly filter responses by keyword with optional Whole Word (`W`) and Case-Sensitive (`Aa`) matching. * **⚙️ Centralized Settings**: Manage your Agent Name, clear all pinned toolbar items, and back up your data from a single panel. * **📥 Backup & Restore (JSON)**: Easily export your entire response library or import pre-built datasets with Merge or Overwrite options. --- ## How to Use ### 1. Setup Your Agent Profile 1. Click the **⚡ Assistant** tab on the right edge of your screen to open the sidebar. 2. Click the **⚙️ Settings** icon in the top-right header. 3. Enter your name in the **Agent Name** field. All responses containing the `{agent}` tag will now automatically populate with your name. ### 2. Import or Add Canned Responses * **Import Existing Responses**: In **Settings (⚙️)**, click **Upload / Import JSON** to upload your team's JSON response file. Choose **OK** to replace your list or **Cancel** to merge with your existing items. * **Create New Response**: Click **+ Add Canned** at the top of the sidebar. Enter a category group name (e.g., *Greetings*, *Transactions added via missing ticket*, *Closing*), shortcut, button label, and response text, then click **Save**. ### 3. Insert and Send Responses * **Single-Click Insertion**: Click any response in the sidebar list or pinned toolbar to insert the formatted text into the Freshchat editor. * **Double-Click Auto-Send**: Double-click any response to insert and send it immediately. * *Note*: If the response contains manual placeholders like `{ticket_number}`, double-clicking will insert the text without sending, highlighting the editor in red so you can complete the required details. ### 4. Organize with Pins and Favorites * **Pin to Toolbar (📌)**: Hover over any item in the sidebar list and click the **📌 Pin** icon to add or remove it as a quick-access button above the Freshchat composer. * **Mark as Favorite (⭐)**: Hover over an item and click the **⭐ Star** icon to pin it under the **⭐ Favorites** category at the top of your sidebar. * **Unpin All**: Open **Settings (⚙️)** and click **Unpin All Toolbar Items** to clean up your toolbar at any time.