Canned Responses

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 New Canned Response and fill in the details:

• Title — A short label so you can find it quickly (required, up to 100 characters). Something like "Appointment Confirmation" or "Pricing Info."
• Message Body — The actual message text that gets inserted into your conversation (required, up to 2,000 characters). A live counter shows how many characters you've used.
• Category (optional) — Group related templates together, up to 50 characters. For example, "Scheduling," "Billing," or "Support."
• Shortcut (optional) — A quick reference tag like /confirm or /hours, up to 50 characters. It shows up as a badge in the picker for fast identification.

Templates are shared across your whole organization, so anyone on your team can edit or delete them. Click Create to save.

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
• See shortcuts at a glance — any shortcut you set shows as a small badge next to the title
• Click to insert — the template body drops in at your cursor position in the 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

Categories and shortcuts both show as badges on the Settings → Canned Responses list, so you can scan your library fast. In the inbox picker, only the shortcut badge appears next to each title — a shortcut like /pricing or /eta helps you spot the right one at a glance while you're typing.

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.

What's Next#

• SMS & MMS — send and receive text messages where you'll use canned responses
• Auto-replies — send automatic texts for missed calls and incoming messages
• Inbox — manage all your conversations in one place