Canned Responses
Create reusable reply templates with shortcuts and categories for faster operator responses.
Canned responses are reusable message templates for questions your team answers frequently. Operators can search for a response or insert it with a shortcut, then edit the text before sending when the conversation needs a personal touch.
What a canned response contains
Each response can include:
- a short title that helps operators recognize it;
- the message content;
- an optional shortcut for quick insertion;
- a category for grouping related replies.
Keep titles and shortcuts easy to remember. A shortcut should describe the answer rather than an internal ticket or project name.
Create and organize responses
Open the canned responses area in the dashboard and create a response for a repeatable question or process. Group related responses into categories such as Billing, Shipping, Account, or Product Support.
Avoid putting credentials, private operator notes, or customer-specific personal data in a reusable response.
Use shortcuts
A shortcut lets an operator reach a response without browsing the full list. For
example, a response about delivery times can use a shortcut such as
/shipping.
Choose distinct shortcuts so operators can predict which response will be inserted. Review the inserted text before sending it to make sure it still fits the current conversation.
Search
Search checks the saved response text and identifying fields so operators can find the right template even when they do not remember the exact shortcut. Use a specific word from the expected answer when the list is large.
Keep the library current
Review canned responses when policies, prices, product names, links, or support processes change. Delete obsolete responses instead of leaving several nearly identical versions that operators have to distinguish during a live chat.
API access
For programmatic management, use the generated API reference as the source of truth for current routes, authentication, parameters, and response schemas. This feature guide intentionally does not duplicate the REST contract.
For the operator workflow, see Use canned responses.
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