Canned responses are pre-written message templates you can insert into any conversation with a single click. Instead of typing the same replies over and over — appointment confirmations, directions, pricing info — you save them once and reuse them whenever you need.

Your whole team shares the same set of templates, so everyone sends consistent, on-brand messages.

Creating a Canned Response#

Head to Settings → Canned Responses to manage your templates. Click Add Response and fill in the details:

• Title — A short label so you can find it quickly (up to 100 characters). Something like "Appointment Confirmation" or "Pricing Info."
• Body — The actual message text that gets inserted into your conversation (up to 2,000 characters).
• Category (optional) — Group related templates together. For example, "Scheduling," "Billing," or "Support."
• Shortcut (optional) — A quick reference tag like /confirm or /hours that shows up in the picker for fast identification.

You can edit or delete any canned response from the same settings page. Changes take effect immediately for your whole team.

Using Canned Responses in Conversations#

When you're composing a message in the inbox, click the lightning bolt icon (⚡) next to the message input. This opens the canned response picker.

From the picker, you can:

• Search by title, body text, or shortcut to find the right template fast
• Browse by category if you've organized your responses into groups
• Click to insert — the template body gets dropped right into your message field

After inserting, you can edit the text before sending. This is great for templates that need a name, date, or other detail swapped in.

Organizing Your Templates#

As your template library grows, categories become essential. Here are a few ways teams typically organize them:

• By department — Sales, Support, Billing
• By use case — Scheduling, Follow-ups, FAQs
• By urgency — Quick replies, Detailed responses

Shortcuts give you another way to scan templates quickly. They show up as badges in the picker, so a shortcut like /pricing or /eta helps you spot the right one at a glance.

Best Practices#

Start with your most-typed messages. Look at your conversation history and identify the replies you send most often. Those are your first canned responses.

Don't over-personalize templates. A template that says "Hi Sarah, your 3pm appointment on Tuesday is confirmed" only works once. Write "Hi, your appointment is confirmed" instead, then customize after inserting.

Review templates regularly. Outdated pricing, old office hours, or discontinued services in your templates can confuse customers. Do a quick audit every month or two.