Canned responses

Save common replies once, reuse them with a shortcut. Stop retyping “Thanks for reaching out! Could you share your account email?” ten times a day.

Create one

Dashboard → Settings → Canned responses → New.

Name — what you'll see when picking one (e.g. “Ask for email”).
Shortcut (optional) — a slash-prefixed alias like /email. In the composer, typing the shortcut inserts the canned text.
Body — the actual reply. Supports plain text and line breaks.

Use one in a conversation

In the chat composer:

Type the shortcut (e.g. /email) and press Tab or Enter. The canned reply inserts at the cursor.
Or click the Canned icon in the composer toolbar to pick from a list.

Variables

Canned responses support a few simple placeholders that get filled in when you insert them:

Placeholder	Replaced with
`{visitor_name}`	Visitor's name, or “there” if unknown
`{agent_name}`	Your display name
`{site_name}`	Name of the site this conversation is on

Example

Hey {visitor_name},

Thanks for reaching out about {site_name}!
Could you share the email you signed up with so I can look up
your account?

— {agent_name}

✓Start with three

Don't try to write every possible canned response on day one. Start with three: greeting, ask-for-email, “we're looking into this”. Add more as you spot yourself retyping things.

Scope

Canned responses are per-site. If you operate three sites with different tones, each has its own list.