Canned Responses - Reusable Saved Replies

Overview

Canned responses are reusable, pre-written replies your team can insert into conversations in seconds. Each response is saved under a short code and can include text and an optional media attachment. They speed up support, keep answers consistent, and cut down on repetitive typing.

To open it, go to Settings → Canned Response (/dashboard/settings/canned_responses/).

Note: Canned response management requires settings access. Saved responses are available to the whole workspace.

Managing Canned Responses

Responses are shown in Active Canned Responses and Deactivated Canned Responses lists, searchable by short code or content.

Column	Description
Short code	The shortcut used to insert the response, for example /greet
Content	The message body, truncated in the list with a file icon when media is attached
Created Date	When the response was created
Status	Active or Inactive badge
Actions	Edit, delete, or change status

Open the Actions menu on a response to:

• Edit Canned Response - change the short code, content, or media
• Activate / Deactivate Canned Response - toggle availability
• Delete Canned Response - remove it permanently

Creating a Canned Response

1. Go to Settings → Canned Response.
2. Click Add Canned Responses.
3. Enter a unique Short Code, for example /greet.
4. Write the Content of the reply.
5. Optionally attach Media, an image, video, or file.
6. Save to create the response.

Using a Canned Response

In a conversation, type the short code (for example /greet) to insert the saved reply. The message text and any attached media are added to the composer, ready to send or edit.

Best Practices

• Use clear, memorable short codes - prefix with / and keep them short, like /refund or /hours.
• Keep content reusable - write responses that work across many customers; use the composer to personalize before sending.
• Attach media where it helps - include a guide image or document in responses to common how-to questions.
• Review periodically - deactivate outdated responses so agents only see current ones.

Troubleshooting

A short code does not insert anything

1. Confirm the response is Active in the list.
2. Check that the short code is spelled exactly as saved.

I cannot use a short code I created

1. Confirm it has not been deactivated.
2. Reactivate it from Actions → Activate Canned Response.

Next Steps

• Labels →
• Message Status →
• Settings Overview →