What are canned responses

Aneta Szotek
2 min read
updated: Jul 1, 2019

If you respond to customer messages on a daily basis, you’ve probably noticed that many of them are similar (or the same). To speed up your work, you can create predefined answers and use shortcuts to paste them to your messages.

In this article, we will show you how to create and use canned responses.

Using canned responses

To use a predefined response in a ticket, type the hash sign (#) and the shortcut’s name or choose it from a list. It’s that simple! It looks like this:

Inserting a canned response

Learn how to use canned responses from our quick how-to video:

Managing canned responses

You can make changes in your canned responses in the Canned responses section in Settings. There, you can see all the saved answers, edit them, add new ones, or delete those that you no longer use.

Managing canned responses

Adding canned responses

To add a canned response, go to the Canned responses section in settings. Then, enter the canned response text and your chosen shortcut. After completing these two fields, click the “Add this response” button to save it and voilà! It’s ready to use in your messages.

Note: You can use more than one shortcut for one canned response.

Adding a canned reposponse

Editing canned responses

You can edit your predefined messages in the Canned responses section. Choose the canned response, click “Edit”, add the necessary changes, and click “Save”.

GIF: adding a canned response

Deleting canned responses

If you no longer need a particular response, you can delete it by following these steps:

  • Go to Canned responses in your Settings and find the response you want to delete.
  • Hover your cursor over it and click “Delete”.

Deleting a canned response

  • Click the “Delete” button to confirm.

Deleting a canned response - confirmation

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