Canned Responses
Create reusable reply templates and insert them instantly into conversations.
Canned responses are pre-written messages you can insert with a few keystrokes. They're perfect for answers you find yourself typing over and over—shipping info, return policies, greeting messages.
Your whole team shares the same library, so everyone gives consistent answers.
Using canned responses
When you're replying to a customer:
- Type
/at the start of a line (or after a space) - A menu pops up with your canned responses
- Start typing to search, then select one
- The text gets inserted—edit it if needed, then send
That's it. What used to be 2 minutes of typing becomes 5 seconds.
Creating and managing them
Go to Settings → Organization → Canned Response.
Creating a new one
- Click Add Response
- Give it a short, searchable title (like "Refund Policy" or "Support Hours"). Must be 3-48 characters.
- Write the content — this is what gets inserted. Must be 2-1,000 characters.
- Save it
Editing
Click Edit next to any response, make your changes, save.
Deleting
Check the boxes next to responses you want to remove, then click Delete.
Tips
Make titles easy to search You'll be searching by title, so make them descriptive. "Shipping – US" is better than "Shipping 1".
Keep them current If your policy changes, update the canned response. Outdated info is worse than no canned response at all.
Don't go overboard Create only what you actually use. A smaller, focused library is easier to search than hundreds of rarely-used responses.
Personalize before sending Canned responses are a starting point. Add the customer's name, relevant details, whatever makes it feel less robotic.