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A canned response is a saved reply. Instead of retyping your opening hours, your returns policy or your handover message for the twentieth time, you save it once and drop it into the composer with a couple of keystrokes.

The Canned responses page, with the scope tabs and the list of saved replies.

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Where they live

Canned responses are managed under Settings → Canned responses. Three tabs at the top decide who a response belongs to: Start personal. Promote something to Shared once you notice a teammate asking for it.

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Creating one

1

Pick the scope tab

Personal, Folder (then choose the folder) or Shared.
2

Give it a title

This is what you search for in the picker, so name it the way you would look for it: “Refund policy”, not “Reply 3”.
3

Add a short code (optional)

A short word you can type to insert the response without opening the picker. Keep it memorable — refund, hours, bye.
4

Add a category (optional)

Categories group the responses under headings in the picker. Worth it once you have more than a handful.
5

Write the body

Use the Insert variable dropdown to drop in a placeholder such as the contact’s first name.
6

Attach files (optional)

Upload the price list, the returns form, the setup guide. They travel with the response.
The list below the form has a search box — Search by title, code, or text… — and Edit and Delete buttons on each row.
Deleting a Shared or Folder response removes it for everyone who uses it, along with its attached files. The confirmation dialog says so.

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Placeholders

A placeholder is filled in from the conversation at the moment you insert the response, so one saved reply greets every customer by their own name. Those seven are the whole list. Use the Insert variable dropdown rather than typing them — it puts the right token in at the cursor.
When a value is missing — a contact with no first name on file, for example — the placeholder resolves to nothing and leaves a visible gap in the draft. That is on purpose: you see the hole before you press send, and can fix it. Read the text back before sending a response that leans on placeholders.

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Using one in the composer

Three ways, all doing the same thing:
Type / in the composer. A searchable list opens, grouped by category. Keep typing to filter, use ↑ and ↓ to move, Enter to insert, Escape to close. Responses with files show a paperclip. When nothing matches you will see “No canned responses match.”
Inserting puts the text in your draft — it does not send it. Edit it, add to it, then send as normal.
If two responses share a short code, yours wins over a folder’s, and a folder’s wins over a shared one. That way a personal shortcut always does what you expect.

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Attached files

When a canned response has files saved on it, inserting the response also attaches those files to your draft. You do not need to go and find them. If the files cannot be attached you will see “Could not attach the saved files” — the text is still inserted, and you can attach them by hand.

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Saving a message you already sent

The quickest way to build up a library is to notice a good reply after the fact. Hover any text message in a conversation and click the bookmark button — Save as canned response. A dialog opens with the message already in it, and asks for:
  • Title
  • Scope — Personal, or Shared (admin) if you are an admin
  • Category
  • Short code
Save it and it is available from the next conversation onwards.

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Next steps

Working with conversations

Everything else the composer can do.

AI in the inbox

Let an assist agent draft the reply instead.