Canned Responses
Save and reuse template replies for common support scenarios
Canned responses are pre-written reply templates that help your team respond to common questions quickly and consistently. Instead of typing the same answer from scratch each time, agents can insert a template and customise it as needed.
Creating Canned Responses
Owners and admins can create canned responses in Settings > Templates.
Go to Settings > Templates and click New Template.
Fill in the details:
- Title — A short name so agents can find it quickly (e.g. "Password Reset Instructions").
- Category — Group related templates together (e.g. "Billing", "Onboarding", "Technical").
- Body — The template text. You can use variables (see below) to personalise the response.
Save the template. It is immediately available to all agents.
Using Canned Responses
When composing a reply, click the template button (file icon) in the composer toolbar.
- Browse templates by category or type to search by title.
- Click a template to insert its text into the composer.
- The text is fully editable after insertion — adjust the wording, add details, or remove sections before sending.
Variables
Canned responses support variables that are replaced with real values when the template is inserted:
| Variable | Replaced with |
|---|---|
{{contact_name}} | The contact's full name |
{{contact_first_name}} | The contact's first name |
{{agent_name}} | Your name (the agent inserting the template) |
{{ticket_subject}} | The ticket's subject line |
Variables make templates feel personal without manual editing every time.
Canned responses insert text into the composer — they do not send automatically. You always have a chance to review and edit before the message goes to the client.
Tips for Effective Templates
- Keep titles descriptive. Agents search by title, so "Password Reset — Step by Step" is better than "Template 14".
- Use categories. Grouping templates by topic makes them faster to find as your library grows.
- Review regularly. Update templates when processes change so agents are not sending outdated instructions.