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Use canned responses for fast, consistent replies

Canned responses are reusable reply templates that help your team respond faster without rewriting common answers each time.

Where to find it​

Open the Canned responses page from Settings, or use the direct link.

Open directly: Open Canned Responses

When to use canned responses​

Use canned responses when the same customer questions appear repeatedly, such as:

  • Account access and verification steps
  • Billing and refund policy explanations
  • Shipping or delivery status guidance
  • First-response acknowledgments

Create a canned response​

  1. Open the Canned responses page.
  2. Select Create canned response.
  3. Enter a short code that your team can recognize quickly.
  4. Write the response content in the editor.
  5. Save and test in a live conversation.

Manage and maintain your response library​

From the canned responses list, you can:

  • Search by short code or content
  • Edit existing responses
  • Delete outdated responses

Tips and edge cases​

  • Keep each response focused on one use case.
  • Use clear short-code naming conventions.
  • Review responses monthly to remove outdated policy text.
  • Avoid storing sensitive data directly in canned response content.

Tip: Pair canned responses with macros when you need both reusable text and workflow actions in one step.

Canned responses list and create dialog