Skip to main content

Canned Responses

Canned Responses are pre-written messages that help you respond quickly and consistently to common questions or situations. They save time while ensuring accuracy and completeness in your communications.

Accessing Canned Responses​

You can access canned responses in several ways:

  • Shortcut Keys: Type the designated key in the message box (e.g., typing ".greeting" expands to the full greeting text)
  • Response Library: Click the canned response icon to browse available responses by category
  • Search: Use the search function to find responses by keyword

Using Responses Effectively​

While canned responses save time, they should be used thoughtfully:

  • Personalization: Modify responses to include the user's name or specific details
  • Appropriateness: Ensure the response truly fits the situation
  • Natural Flow: Integrate canned text naturally into the conversation
  • Combining Responses: Use multiple responses together when appropriate
  • Customization: Make minor edits to better address the specific question

Best Practice: Review a canned response before sending to ensure it completely and accurately addresses the user's question.

Response Categories​

Canned responses are typically organized into categories for easy access:

  • Greetings: Opening messages and acknowledgments
  • Clarifications: Questions to better understand user needs
  • Common Solutions: Responses to frequently asked questions
  • Procedural Explanations: Step-by-step instructions
  • Transition Messages: Responses for when you need time to research
  • Closing Statements: Professional conversation endings
  • Escalation Responses: Explanations when transferring or creating tickets