Canned Responses

Canned Responses are reusable message templates that help your team answer common questions faster and more consistently.

They are created and managed at the organization level and can be inserted directly into any conversation reply box.

Where You Use Canned Responses

• In Conversations (Inbox):
  • While replying to a customer, type / at the start of a line or right after a space in the reply box.
  • This opens the Insert Canned Response menu.
  • Search by title and select a canned response to insert its full text into the editor.
• In Settings:
  • Go to Settings → Organization → Canned Response to create, edit, or delete canned responses.

Managing Canned Responses (Settings)

Accessing the Canned Responses Page

1. In the left sidebar, click Settings.
2. Under Organization, select Canned Response.
3. You’ll see a table listing all existing canned responses.

The table shows:

• Title – The name of the canned response.
• Response – A preview of the content (hover to see the full text).
• Actions – Edit button for each canned response.
• Selection Checkboxes – For bulk deletion.

Creating a New Canned Response

1. On the Canned Response page, click Add Response.
2. The Add Canned Response drawer opens with:
   • Title:
     • Short, descriptive name (for example: “Welcome Message”, “Refund Policy”, “Support Hours”).
     • Must be at least 3 characters and up to 48 characters.
   • Content:
     • The full reply text that will be inserted in conversations.
     • Must be at least 2 characters and up to 1000 characters.
3. Fill in Title and Content.
4. Click Submit.

If everything is valid:

• The canned response is saved for your organization.
• The list refreshes to show the new entry.
• A success message confirms it was added.

Editing an Existing Canned Response

1. Go to Settings → Organization → Canned Response.
2. In the list, find the response you want to edit.
3. Click Edit in the Actions column.
4. In the Edit Canned Response drawer:
   • Update the Title (3–48 characters).
   • Update the Content (2–1000 characters).
5. Click Submit to save changes.

After saving:

• The list updates with the new title/content.
• The updated canned response will be used the next time agents insert it in conversations.

Deleting Canned Responses (Bulk or Single)

1. On the Canned Response page, use the checkboxes to select one or more entries.
   • Use the top checkbox to select or deselect all visible rows.
2. When there is at least one selected item, an action bar appears at the bottom.
3. Click Delete.
4. Confirm the deletion.

Once deleted:

• The canned responses are permanently removed from your organization.
• They will no longer appear in the Insert Canned Response menu in conversations.

Using Canned Responses in Conversations

When replying to a customer:

1. Click into the message editor in your conversation (Inbox).
2. At the start of a line or right after a space, type /.
3. The Insert Canned Response menu opens:
   • A parent action called Insert Canned Response.
   • A list of your organization’s canned responses under that section.
4. Start typing to search by Title.
5. Select a canned response:
   • The full Content of that canned response is inserted at your cursor position.
   • You can further edit or personalize the text before sending.

Tip: Keep titles short and descriptive so agents can quickly find the right canned response by typing a few characters.

Best Practices

• Standardize Titles: Use clear, consistent naming (for example: “Shipping Policy – US”, “Shipping Policy – International”).
• Keep Content Up to Date: Review canned responses regularly to ensure policies, prices, and links are accurate.
• Avoid Overloading: Create only the templates you actually use; too many canned responses can make search slower for agents.
• Personalize Before Sending: Use canned responses as a base and add a personal touch (name, order details, context) before sending.