It would be super cool and useful if there was some analytics or reports available to show what canned responses were used the most frequently. I really like the feature in the ChatBot reporting where it shows you how often an interaction is used, so something similar for canned responses would be great. We are always trying to improve our user experience so seeing a canned response that agents are using a lot, could help us to focus our efforts on what our visitors are having trouble with on our website.
Also - being able to organize or group canned responses together would be helpful. It seems that once they’ve been created, you can only search or scroll through the list. Sometimes it would be nice to see them together by topic. Our business has multiple departments, so organizing them by category would be nice.