Using canned responses (quick replies)

Canned responses are pre-written messages you can insert instantly — perfect for frequently asked questions.

How to use canned responses in chat

Method 1: Type the shortcut

1. In the message input, type / (forward slash)
2. A dropdown appears with your canned responses
3. Type to filter (e.g., /greeting)
4. Click or press Enter to insert the response
5. Edit if needed, then send

Method 2: Click the icon

1. Click the canned response icon in the message toolbar
2. Browse or search responses
3. Click to insert into the message input

Creating canned responses

1. Go to Settings → Canned Responses
2. Click "New Response"
3. Fill in:
   • Shortcut — The trigger text (e.g., greeting, hours, pricing)
   • Category — Group related responses (e.g., "Greetings", "FAQ", "Closing")
   • Content — The actual message text
4. Click Save

Using variables in canned responses

You can use dynamic variables that auto-fill with contact data:

• {name} — Contact's name
• {phone} — Contact's phone number
• {agent_name} — Your name (the responding agent)

Example:

Hi {name}! 👋 Thanks for reaching out. I'm {agent_name} and I'll be helping you today. How can I assist?

Organizing with categories

Group your canned responses by category:

• Greetings — Welcome messages, introductions
• FAQ — Common questions and answers
• Closing — Thank you, follow-up messages
• Troubleshooting — Common issue resolutions
• Sales — Pricing, features, demos

Tips

1. Keep responses short and conversational
2. Always personalize with the customer's name
3. Create responses for your top 20 most-asked questions
4. Review and update responses monthly
5. Use emojis sparingly for a friendly tone

Who can create canned responses?

• Admins — Can create, edit, and delete all responses
• Agents — Can use all responses, may be able to create personal ones (depends on role permissions)

Canned responses are shared across the entire organization — everyone on the team can use them.