Canned responses: text ready to send

A canned response is a saved text any agent inserts in seconds by typing / and a short code in the reply box. Use them for greetings, opening hours, policies, links and frequent answers.

Create a response

Under Settings → Canned responses, press Add canned response.

• Short code: the word you will type after /, for example hours. No spaces.
• Content: the text. You can use variables that fill themselves in on send: {{contact.name}}, {{contact.first_name}}, {{contact.email}}, {{agent.name}}, {{conversation.id}}, among others.

Use a response

In any conversation, type / in the reply box and start typing the code; pick the response from the list and edit it if needed before sending. It also works in private notes.

Tips

• Keep short codes memorable and consistent: hello, hours, payment, thanks.
• If a response includes a link or a price, review it when those change; canned responses are shared by the whole account.
• To send a text and also label or assign, use a macro.
• Canned responses are for people only; an AI agent answers from its own knowledge base.