Skip to main content

Getting Started with Smart Responses

Set up your first Smart Responses in under 10 minutes. This guide covers everything from creating basic responses to configuring team access and testing shortcuts.

What You'll Learn

By the end of this guide, you'll have a fully functional Smart Response system that enables your team to respond 70% faster to common customer inquiries.

  • Create and manage canned responses
  • Configure Global, Group, and Private scopes
  • Set up shortcuts for instant access
  • Test responses in live chat conversations
  • Organize responses for team collaboration
  • Apply auto-tags for conversation tracking
  • Filter and search through response libraries
  • Optimize response strategy based on usage

Prerequisites

Before You Begin: Ensure you have the necessary permissions and access to complete this setup process.

  • Admin or Agent access to Fiko platform

    Required to create and manage canned responses

  • At least one active communication channel

    WhatsApp, LINE, or Live Chat Widget configured for testing shortcuts

  • Team groups configured (optional)

    Needed only if you plan to use Group-scoped responses

Step 1: Create Your First Response

Start by creating a simple welcome response that you can use across all communication channels.

1

Navigate to Smart Responses

Go to Automations → Canned Responses in your Fiko dashboard. This will open the Smart Responses management interface where you can create, edit, and organize all your team's responses.

2

Click Create New Response

Click the "Create New Response" button in the top-right corner. This will open the response creation modal with all the necessary fields.

3

Fill in Response Details

Enter the following information for your welcome response:

Title: Welcome Message
Content: Hello! 👋 Thank you for contacting us. I'm here to help you today. How can I assist you?
Shortcut: welcome
Scope: Global

Pro Tip: Keep your shortcut names short and memorable. Use common words like "welcome", "thanks", "hours", or "contact" that your team will naturally remember.

4

Save Your Response

Click "Create Response" to save your first Smart Response. You'll see a success notification, and your response will appear in the main list.

  • Response created and available immediately across all channels
  • Shortcut #welcome is now active for all team members

Step 2: Configure Response Scopes

Understanding and configuring response scopes is crucial for team collaboration and organization.

Global Scope

Accessible by all team members across the entire company. Perfect for common responses like greetings, contact information, and company policies.

Recommended for beginners

Group Scope

Accessible only by members of specific groups/teams. Ideal for department-specific responses like technical support, billing, or sales inquiries.

Team collaboration

Private Scope

Accessible only by the creator. Perfect for personal templates, specialized responses, or responses being tested before sharing.

Personal templates

Step 3: Test Shortcuts in Chat

The real power of Smart Responses comes from using shortcuts in live chat conversations.

1

Open a Chat Conversation

Navigate to Chats and open an existing conversation on WhatsApp, LINE, or Live Chat Widget.

2

Trigger Shortcut System

In the message input field, type # followed by your shortcut name. The system will immediately show matching responses.

Type: #welcome

↓ System shows dropdown with matching responses

  • Typing just # shows all available responses
  • Partial matches work — #wel will find "welcome"
  • Search is case-insensitive and real-time
3

Select and Send Response

Click on your desired response from the dropdown, or use keyboard navigation (arrow keys + Enter). The response content will replace the shortcut in your message input.

Keyboard Shortcuts: Use ↑ and ↓ arrows to navigate responses, then press Enter to select. Press Esc to close the dropdown.

Troubleshooting Common Issues

Shortcuts not appearing in chat

  • Permission issue: Ensure you have access to the response (check scope settings)
  • Shortcut typo: Verify the exact shortcut name in the response settings
  • Cache issue: Refresh your browser or clear cache if responses aren't loading
  • Channel compatibility: Ensure you're testing in a supported communication channel

Group responses not visible to team members

  • Group membership: Verify team members are assigned to the correct groups
  • Response scope: Confirm the response is set to Group scope with proper group selection
  • Permissions: Ensure team members have agent-level access or higher
  • Group configuration: Check that groups exist in Team → Groups section

Response creation fails or doesn't save

  • Required fields: Title and Content must not be empty
  • Group scope: If using Group scope, at least one group must be selected
  • Duplicate shortcuts: Shortcut names must be unique within their scope
  • Content length: Ensure content doesn't exceed character limits
Getting Started with Smart Responses — Fiko Docs