Canned Responses

Canned responses (also called saved replies or templates) let you save frequently used messages and insert them with a few keystrokes.

Creating Canned Responses

Navigate to Settings

Go to Settings → Canned Responses

Create a Response

1. Click New Response
2. Enter a Name (for searching)
3. Enter a Shortcut (optional, e.g., "refund")
4. Write the Content
5. Add Tags for organization
6. Click Save

Example Response

Name: Refund Processed Shortcut: refund-done Content:

Hi {{customer.name}},
 
Great news! Your refund of {{refund.amount}} has been processed
and should appear in your account within 3-5 business days.
 
If you have any questions, just reply to this email.
 
Thanks for your patience!
{{agent.name}}

Using Canned Responses

In the Reply Editor

Option 1: Type Shortcut

1. Type / followed by the shortcut
2. e.g., /refund-done
3. Press Enter to insert

Option 2: Template Menu

1. Click the template icon in the editor
2. Search or browse responses
3. Click to insert

Variable Substitution

Variables are automatically replaced when inserted:

Organizing Responses

Tags

Add tags to categorize:

• billing - Billing-related responses
• technical - Technical support
• refund - Refund templates
• onboarding - New customer messages

Folders

Create folders for larger collections:

1. Click New Folder
2. Name the folder
3. Drag responses into folders

Team vs Personal

Team Responses

Created by admins, available to everyone:

• Best practices templates
• Official company responses
• Compliance-approved messages

Personal Responses

Created by individuals, only visible to them:

• Personal variations
• Quick shortcuts
• Work-in-progress templates

Best Practices

Keep Responses Current

Review responses quarterly:

• Update outdated information
• Remove unused templates
• Add new common scenarios

Use Clear Names

Name responses descriptively:

• ✅ "Refund - Full Amount Processed"
• ❌ "Template 1"

Start Generic, Add Specifics

Create base templates, then specialize:

Base: "Shipping Delay"
├── "Shipping Delay - Weather"
├── "Shipping Delay - Stock"
└── "Shipping Delay - Carrier"

Include Context Hints

Add comments for when to use:

<!-- Use when customer asks about order ETA -->
<!-- Don't use for international orders -->

AI and Canned Responses

AI Selection

At higher autonomy levels, AI can:

• Suggest relevant canned responses
• Insert and customize templates
• Combine multiple templates

Training AI

Well-crafted canned responses help AI:

• Learn your preferred language
• Understand response patterns
• Maintain consistent tone

Managing Responses

Edit

1. Find the response in Settings
2. Click to edit
3. Make changes
4. Save

Delete

1. Click the response menu
2. Select Delete
3. Confirm

Duplicate

1. Click the response menu
2. Select Duplicate
3. Edit the copy

Export/Import

Export all responses to JSON:

1. Settings → Canned Responses
2. Click Export

Import from JSON:

1. Click Import
2. Select file
3. Review and confirm

Permissions