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Create and use canned responses

Save the replies your team sends most, then insert one into any conversation by typing

Updated 3 min read

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A canned response is a saved reply. Write it once, then insert it into any conversation by typing # and its shortcut.

Time: about 3 minutes

Before you start

  • You need the Owner, Admin or Supervisor role to add, change or delete canned responses. Agents can use them in conversations.
  • Viewers can see the list but can't change it.

Add a canned response

  1. In the console, go to Settings → Canned responses.
  2. Click New response. If you have none yet, click New response in the empty page ("No canned responses yet").
  3. Fill in the form:
    • Title: what your team sees in the list, for example "Refund policy". Up to 120 characters.
    • Shortcut: the word you type after #, for example refund. Up to 50 characters. You can type it with or without the #.
    • Category: groups the reply in the list. Pick one, or choose + New category, type a name and press Enter. Leave it as Uncategorised if you don't need one.
    • Visible to: All agents or Only me. Only me doesn't hide the reply from your teammates yet. They can still see and use it.
    • Response body: the reply text. Up to 4096 characters. A counter shows how many you've used.
  4. To add files, drop them in the Attachments area or click Attach files. You can use PDF, Word, text, CSV or image files up to 25 MB each, and up to 10 files per response.
  5. Click Save response. You'll see "Canned response added".

If you leave a field empty you'll see "A shortcut is required." or "Response text is required." If two responses use the same shortcut you'll see "This shortcut is already in use."

Use a canned response in a conversation

  1. Open a conversation and click in the reply box.
  2. Type # followed by the first letters of the shortcut. You can also press ⌘ + Shift + / (on Windows, Ctrl + Shift + /).
  3. Pick a reply from the Canned responses list. It's added to your reply. Any attachments on the response are added too.
  4. Edit the text if you want, then send it.

You can search by shortcut or by title. If the list says "No canned responses yet — add them in Settings → Canned responses.", nobody has added one. If it says "No canned response matches that.", try a different word.

Find, change or delete a response

  • Use Search by name or shortcut… to find a response, and the category buttons (All and your categories) to filter the list.
  • Hover over a row and click Edit (the pencil). Change the fields and click Save changes. You'll see "Saved".
  • Hover over a row and click Delete (the bin). Confirm in Delete canned response?. The reply is permanently removed. You'll see "Canned response deleted".

If saving or deleting fails you'll see "Failed to save canned response", "Failed to add canned response" or "Failed to delete canned response".

Troubleshooting

"Couldn't load canned responses." Click Retry.

I can't see New response, Edit or Delete Your role can't change canned responses. Ask an Owner or Admin.

My teammate can't see my categories Categories are saved in your browser only. See the note above.

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