Using Canned Responses

What this does

Canned responses are pre-written messages you can insert into conversations with a single click. They save time on frequently asked questions.

When to use it

Create canned responses for any message you find yourself typing repeatedly.

Step by step

1. Go to Chat > Settings > Canned Responses
2. Click + New Response
3. Fill in:
   • Shortcut — a keyword to find it quickly (e.g. "hours")
   • Title — description for your reference
   • Message — the full response text
4. Click Save

Using canned responses

1. In a conversation, type / followed by the shortcut
2. Select the response from the dropdown
3. The message is inserted into the reply box
4. Edit if needed and send

Tips

• Use merge fields like {{visitor.name}} to personalise canned responses
• Review and update canned responses monthly to keep them accurate
• Share responses across the team — they're available to all agents