## 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

1. In Administration & Settings, open the **Canned responses** area.
2. Create a response: set the **shortcut** (short and memorable) and the message **content**.
3. Save. Repeat for your most frequent messages.
4. In a conversation, in the reply box, type **/** to open the list; start typing the shortcut to filter.
5. Pick the response you want — the full text is inserted into the editor.
6. 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.

## See also

- [Replying, private notes and mentions](/hc/ajuda/articles/conversations-responder-notas-mencoes-en)
- [Macros: automating sequences of actions](/hc/ajuda/articles/conversations-macros-en)
- [Attachments, voice messages, emoji and reactions](/hc/ajuda/articles/conversations-anexos-voz-emoji-reacoes-en)