Canned responses allow you to save frequently used messages as templates, streamlining your communication process. To use a saved reply in a conversation, simply type / followed by the corresponding shortcode.

By utilizing canned responses, you can efficiently address common questions, significantly reducing response time and enhancing agent productivity. All canned responses are accessible to every agent within the account, ensuring consistency and efficiency across your support team.

How to create a canned response

Agents and admins can create or modify canned responses within the account. To add a new canned response, start by navigating to Settings → Canned Responses → Add Canned Response from the sidebar.

If no canned responses are available, the list will be empty. A modal window will appear, prompting you to enter a unique shortcode that is easy to remember, with a minimum length of two characters. You will also need to type in the message you want to save as a template. After entering the details, click Submit. If the request is successful, a confirmation message stating "Canned Response added successfully" will appear.

How to modify and delete a canned response

To modify or delete a canned response, open the list of canned responses by going to Settings → Canned Responses . Locate the response you want to edit or delete. If you wish to edit it, click the pencil icon, which will open a modal with the existing information. You can then update both the shortcode and the message content. Once done, click Submit to save your changes or Cancel to discard them. If you want to delete the canned response, click the red cross icon.

How to use a canned response in a conversation

To use a canned response during a conversation, type / in the text editor. This will display a list of all available canned responses. You can select one from the list or enter the shortcode directly if you remember it. Press Enter, and the text editor will populate with the saved reply.