Canned responses help you deliver fast, consistent, and high-quality replies to customers — whether you're answering common questions or handling more complex cases. You can use canned responses in both the inbox and live chat, and tailor them by channel, topic, or audience.

How to Create a Canned Response (Inbox or Chat)

1. Click the menu icon (☰).

2. Select Settings for the correct channel.

3. Click Canned responses in the list.

4. Click Create new canned response.

5. Fill in:

   • Name (internal use) – Use a clear, searchable name.
     Tip: Start with a topic keyword (e.g. “Delivery – Delayed order info”).

   • Text – Write the full message that should be sent.

6. Click Save.

📌 Note: Canned responses are channel-specific.
If you want to reuse a response across multiple inboxes or chat flows, you need to add it separately to each.

Tips for Organizing & Finding Responses

• Start titles with topic keywords (e.g. “Returns – Policy”, “Login – Troubleshooting”).

• Add multiple language versions if you support customers in different markets.

• Include frequently used links, files, or forms directly in the response.

• Regularly update the list – edit or remove outdated responses as needed.

Examples of Common Canned Responses

Inbox:

• “Can’t log in”

• “Returns / Complaints”

• “Customer dissatisfaction”

• “Order status inquiry”

• “Closing phrase”

• “Refer to another channel”

Live Chat:

• “Is there anything else I can help you with today?”

• “Would you mind waiting a moment while I check this for you?”

• “I haven’t heard from you in a while – the chat will close soon, but feel free to reach out again.”