Overview
Canned responses are ready-made messages you reuse across conversations. Each one has a short shortcut; by typing / followed by the shortcut in the reply box, the full text is inserted instantly. It's ideal for frequent questions, standard instructions and greeting messages.
Prerequisites
- Administrator permission to create/edit canned responses (in the settings area).
- Any agent can use existing canned responses when replying.
Step by step
- In Administration & Settings, open the Canned responses area.
- Create a response: set the shortcut (short and memorable) and the message content.
- Save. Repeat for your most frequent messages.
- In a conversation, in the reply box, type / to open the list; start typing the shortcut to filter.
- Pick the response you want — the full text is inserted into the editor.
- Tweak whatever you need and send.
Settings & options
- Shortcut: the short identifier you type after the slash (e.g.,
/hours,/welcome). - Content: can include formatting and, when supported, variables (such as the contact's name).
- Keyword search: when you open the list with /, you can search by shortcut or by content.
Use cases
- Answer business hours, deadlines and policies with a consistent message.
- Send standardized step-by-step instructions (e.g., how to submit a receipt).
- Uniform greetings and closings across the whole team.
Tips, limits & best practices
- Use predictable, short shortcuts so you remember them without checking the list.
- Review responses periodically to keep the content up to date.
- For several actions at once (reply + label + resolve), use a macro instead of just the canned response.
Troubleshooting
- The slash (/) doesn't open the list: confirm you're in the Reply box (not Note) and that responses exist.
- I can't find a response: check the exact shortcut or search for a word from the content.