Canned Responses

Canned responses are your go-to tool for sending quick, consistent replies in the Text app. Whether you’re handling live chats or responding to tickets, canned responses help you save time and maintain a professional tone, without typing the same message over and over.

How to Create a Canned Response for Chat Support

1. Click on the + New canned response button, and the "Create chat canned response" pop-up will appear.
   
   
2. Choose whether your canned response should be visible to your team or selected teams (Shared) or just for you (Private).
   
   
3. If you selected Shared, use the Available to team dropdown to choose which group(s) can access it.
   
   
4. In the Response text field, type the message you want to reuse in chats. You can include text, links, or even add variables to personalize the message.
   Tip: Use the + Add variable option to personalize with dynamic content like the visitor’s name.
   
   
5. Add shortcuts (e.g., #pricing) to use your response quickly in chat. Press Enter after typing each shortcut. You’ll be able to quickly call up this response during a chat by typing # followed by the shortcut.
   
   
6. Under Response automation, you can optionally set when this response should be suggested to you. Pick one or more available conditions to make it match your needs.
   
   
7. Select tags that will automatically be added to any chat where this canned response is used (you can select up to 10 tags).
   
   
8. Click the Create response button at the bottom. 
   Tip: If you want to immediately create another one, check the Create another box before clicking.

To use a canned response, type # followed by the shortcut (e.g., #refund), select it from the suggestion list, and press Enter to insert it into your message.

How to Create a Canned Response for Support Tickets

1. Click the + New canned response button.

2. In the Create ticket canned response window, choose which teams can access it.

3. Enter the response text. You can use formatting tools like bold, italics, lists, and links.

4. Add shortcuts you can type during a conversation to instantly insert the canned response.

5. Click Create response to save it.
   

Canned responses are a simple but powerful way to improve support speed, consistency, and customer satisfaction. To use a canned response:

• Type # followed by the shortcut (e.g., #refund)

• Select the response from the suggestion list

• Press Enter to insert it into your message

Managing Your Response Library

Canned responses are easy to maintain and organize. You can:

Edit – Update the message or shortcut at any time.

Delete – Remove responses that are no longer needed.

Search – Quickly find the right response by keyword or shortcut.

Organize – Tag responses by topic or team to keep things clear and accessible.

Visit Canned Responses in your Text App →