Canned responses

Canned responses are saved pieces of text inserted into a conversation by a short code.

Creating one

1. Open Settings → Canned Responses.
2. Click to add a canned response.
3. Fill in:
   • Short code — the trigger word, for example delivery;
   • Content — the message text.

Using them

1. Type / in the message box.
2. Keep typing the short code — the list filters down.
3. Pick the response and send.

Variables

You can insert data into the text:

• {{contact.name}} — the customer's name;
• {{contact.email}} — the customer's email;
• {{agent.name}} — your name;
• {{conversation.id}} — the conversation number.

Example

Short code: delivery

Content:

Hello {{contact.name}},

Delivery within the city takes 1–2 days, and 3–5 days to the regions.
We will send the tracking number as soon as the order leaves the warehouse.

{{agent.name}}

Recommendations

• Pick short codes you will actually remember: delivery, payment, refund.
• Leave room for personalisation — a canned response should not read like a robot.
• If a response is always followed by other actions, such as changing status or applying a label, build a macro instead.