Canned responses are saved replies operators drop into a chat instantly. Available on every plan.
Manage them under Conversations → Canned Replies.
How do operators use one?
Two ways, both from the composer:
- Type
/and start typing the shortcut —/hours,/refund. - Click the ⚡ button and pick from the list.
The response drops into the composer where it can be edited before sending. It's a starting point, not a straitjacket.
How do I create one?
New response, then:
- Title — what it's for (Business hours).
- Shortcut — what operators type (
/hours). - Message — the reply itself, in Markdown. The toolbar has Bold, 🔗 Link, and • List buttons, with a live preview beside it.
- Attachments — add files or images. Images show inline in the chat; other files send as downloadable attachments.
Use {name} anywhere in the message and it's replaced with the visitor's
name:
Hi {name}! We're open Mon–Fri, 9am–5pm.
You can disable a response without deleting it — useful for seasonal or campaign replies you'll want back.
What makes a good canned response?
- The ones you type every day. Hours, address, refund policy, "how do I reset my password", "we've escalated this and you'll hear back within X".
- Anything with a link or an attachment. Getting the right URL or the right PDF, every time, is worth the two minutes of setup on its own.
- Not a whole conversation. If a canned response is three paragraphs, it's probably a Help Center article you should link to instead — and one your assistant could answer from directly.
Can the AI learn from what my operators send?
Yes, and this is the loop worth closing. When an operator edits an AI suggestion before sending it, that edit is captured. Analytics → AI corrections to review shows what the AI suggested next to what the operator actually sent, and Turn into a Note puts the better answer into your knowledge base — so the assistant answers that way next time, unprompted. See Answer gaps and AI corrections.