Keep reusable replies short, searchable, and easy for every operator to insert from the inbox.
Canned responses are shared building blocks, not a script to read word for word. Write the part that should stay consistent, then leave room for the operator to answer the actual question.
Open Canned responses to see replies grouped by category. Each card shows the title, shortcut, usage count, and current text. Remove old replies before adding new ones; a small library is easier to keep up to date.
Use the search field to find a response by title, message, or shortcut. Search for a word an operator would actually type, such as “welcome” or “billing”, rather than an internal project name.
Select New response. Give the reply a title that describes the situation, choose a category, and add a shortcut such as /welcome. Keep the body in plain language and use variables only when the value is safe to show to a visitor.
Preview the reply before saving. Ask one operator to use it in a real conversation, then adjust the wording if it sounds stiff or makes the next step unclear.
Last updated: Jul 23, 2026
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