Using Canned Responses

Save time with pre-written reply templates.

What are Canned Responses?

Canned responses are saved reply templates you can quickly insert into conversations. Use them for:

• Common questions and answers
• Greetings and sign-offs
• Standard procedures and instructions
• Policy explanations

Accessing Canned Responses

• Go to Settings in the left sidebar
• Select Canned Responses under Support

Creating a Canned Response

• Click New response
• Fill in the form:
• Title: A name to identify the response
• Content: The reply text with formatting
• Category: Optional grouping for organization
• Click Save

Using Placeholders

Make responses dynamic with placeholders:

• {{customer_name}} - Customer's name
• {{customer_email}} - Customer's email
• {{agent_name}} - Your name
• {{conversation_id}} - Conversation ID
• {{brand_name}} - Your brand name

Placeholders are automatically replaced when you insert the response.

Inserting a Canned Response

In the conversation composer:

• Click the canned responses icon in the toolbar
• Search for a response by title or content
• Click the response to insert it
• Edit as needed before sending

Organizing with Categories

Group related responses with categories:

• When creating or editing a response, enter a category name
• Use the category filter buttons to find responses quickly
• Categories are created automatically when you use a new name

Editing and Deleting

• Go to Settings > Canned Responses
• Find the response in the list
• Click the pencil icon to edit
• Click the trash icon to delete

Availability

Canned Responses are available on Standard plans and above.