Canned Messages

Canned Messages are pre-saved replies that agents can quickly insert during conversations — saving time on repetitive responses.

Manage Canned Messages

Navigate to Settings → Canned Messages.

Add a Canned Message

1. Click + Add Canned Message
2. Enter:
   • Shortcut — The trigger keyword (e.g. greeting, hours, refund)
   • Message — The full text to insert
3. Click Save

Use a Canned Message in a Conversation

1. Open a conversation in Messages
2. In the message input box, type / (forward slash)
3. A dropdown appears with matching canned messages
4. Continue typing to search by shortcut (e.g. /greet)
5. Click or press Enter to insert the canned message

The full message text is instantly inserted into the input field. You can edit it before sending.

Edit or Delete

1. Go to Settings → Canned Messages
2. Click Edit next to the canned message to update
3. Click Delete to remove it

Examples

Tips

• Keep shortcuts short and memorable
• Use canned messages for FAQs, greetings, and common resolutions
• Update messages periodically to keep them accurate