How to create canned responses

This article is about how to build your list of canned responses

Luca Micheli
Written by Luca MicheliLast update 2 years ago

If you have a list of predetermined responses to your customers' inquiries, the Canned Responses feature is exactly what you need for your customer service team.

What are Canned Responses?

Canned Responses are the selection of pre-made responses that best answer customers' frequently asked questions.

How to create a Canned Response?

  • Go to your inbox

  • Move to the message box

  • Click on the # icon

  • From there you will be able to manage your responses or create a new one

  • To add a new canned response, click on the plus sign

The new window will open:

  • Add a title under the 'Title' section

  • Add your own unique shortcut to find your canned response faster when you use the # shortcut

  • Type your response in the Message field. Add emojis, GIFs, and Help Center articles

  • Decide if you want to share your response with teammates. The box is checked out by default. If you don't want to share canned responses with teammates, simply uncheck the box.

  • Click on 'Save canned response'

  • Now you can use the # shortcut in the message field. Type in the # key, then type your own unique name (shortcut) for the canned response, and it will appear on the list. Click on your canned response, and it will appear in the message field.

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