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Create and use canned responses

Canned responses are saved replies for the questions you answer over and over. Write them once, then drop them into any conversation with a short shortcut, so your team replies in seconds and stays consistent.

Create a canned response

  1. Open the canned responses settings

    In the app, go to Settings → Canned responses and click New response.

  2. Give it a title, shortcut and message

    The shortcut is what you type to insert it (for example /hours or /refund). The message is the text that gets inserted. Keep titles descriptive so the right reply is easy to find.

  3. Choose who can use it

    Mark a response as shared to make it available to your whole team, or keep it personal to just your account.

Use one in a chat

While replying to a visitor, start typing the shortcut (for example / to browse, then a keyword). Pick the response and it drops straight into the composer, edit it if you want, then send.

Canned responses pair well with department routing, keep a set of replies per team so support, sales and billing each have their own ready answers.

Tips for good canned responses

  • Write for a person, not a form, they should still feel warm and human.
  • Keep a short, memorable shortcut so agents don't have to hunt for it.
  • Use them as a starting point: insert, then personalise the name or detail before sending.
  • Review them now and then so links, prices and policies stay current.

Frequently asked questions

What is a canned response?
A canned response is a saved reply for questions you answer often. You write it once and insert it into any chat with a short shortcut, so replies are fast and consistent.
How do I create a canned response?
Go to Settings, Canned responses, click New response, then set a title, a shortcut like /hours, and the message text. You can keep it personal or share it with your team.
How do I insert a canned response in a chat?
While replying, type the shortcut, pick the response, and it drops into the composer. Edit it if you want, then send.
Can my whole team share canned responses?
Yes. Mark a response as shared to make it available to everyone, or keep it personal to just your account.
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