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The canned reply feature uses the HTML language. This language has set parameters involving how the data is displayed. The canned replies use <div> tags by default which automatically place an object on a new line. This is found unsatisfactory by us and our customers because from a visual stand point it seems that line is sent by the system instead of the person using the respective canned reply and the chat has a non-natural format for the interlocutor. The only solution is to manually edit and delete <div> tag each time before sending the line, but it is totally inefficient and time consuming affecting the actual scope of the canned reply which is intended to replace manual writing/editing and decrease the time of response.
Hello. Welcome to our Support Department! --> INCORRECT
<Radu> Hello. Welcome to our Support Department! --> CORRECT