Canned Responses

Speed up your team's replies

Canned Responses (at Settings > Canned Responses) are pre-written message templates that your agents can insert into any conversation with a single click or keyboard shortcut. They're ideal for the questions your team answers over and over again.

Instead of typing the same answer from scratch every time, an agent types / followed by the shortcut keyword, and the full response is inserted into the composer — ready to review and send.

Creating a canned response

1. Go to Settings > Canned Responses.
2. Click Create Canned Response.
3. Fill in the details:
   • Name — A descriptive label for internal use (e.g., "Refund Policy Explanation")
   • Shortcut — A short keyword your agents will type to find it (e.g., refund-policy)
   • Message — The full text of the response
4. Click Save.

Using canned responses in conversations

In the conversation composer, type / to open the canned response picker. You can:

• Browse — Scroll through all available responses
• Search — Type part of the name or shortcut to filter the list
• Select — Click a response to insert it into the composer

Once inserted, you can edit the text before sending. This is useful for personalizing a template with the customer's name or specific details.

Organizing canned responses

If you have a large library of canned responses, you can organize them into categories (like "Billing", "Technical Support", "Sales") to make them easier to find. Create categories by clicking Add Category at the top of the Canned Responses page.

Who can create canned responses?

Canned responses are workspace-wide — they're available to all agents in the workspace. Only users with the Admin or Owner role can create, edit, or delete them.