Create a canned response
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Open the canned responses settings
In the app, go to Settings → Canned responses and click New response.
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Give it a title, shortcut and message
The shortcut is what you type to insert it (for example
/hoursor/refund). The message is the text that gets inserted. Keep titles descriptive so the right reply is easy to find. -
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.
Asked before
Tap a question. I'll answer right here.
- 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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