Canned responses

A canned response is a stock reply your team uses often. You give it a short trigger like hi or refund, type /refund in the reply box, and the full text snaps in — ready to tweak before sending.

Creating one

Chat → Canned responses → New canned response. Fill in:

• Title — what you'll see in the picker (e.g. "Refund policy").
• Shortcut — what you'll type to trigger it (e.g. refund). Lowercase letters and dashes only.
• Body — the text. You can use line breaks; basic punctuation is preserved.

Save. The canned response is now available to everyone in the workspace.

Using one

In the reply form, type / followed by the shortcut prefix. A dropdown appears with matches. Click one (or press Enter on the highlighted result) and the body replaces the /shortcut token.

You can also browse without typing the shortcut — start with / and an empty rest, and the picker shows your canned responses ordered by recency.

Editing and deleting

Chat → Canned responses lists all of them. Click a row to edit. Delete the ones that stopped being useful — the menu gets noisy fast.

What canned responses are NOT

• They're not AI. The reply is exactly what you wrote, every time.
• They're not templates with placeholders (no {customer_name} substitution). If you need that, AI reply suggestions can read context.
• They're not per-agent. Everyone in the workspace shares the same pool.

Common starters

A useful initial set:

• hi — your standard greeting
• wait — "Give me a minute, I'm pulling up your account"
• notyou — "It's not you, this is on our end"
• email — "Could you share your account email so I can look you up?"
• closed — "We're outside business hours, but I'll be back tomorrow at 9am"