Canned Responses

Overview

Canned Responses allow your team to quickly insert pre-written messages when chatting with customers. Instead of typing common responses repeatedly, agents can select from a library of pre-defined replies with just a few clicks or by using slash commands.

Key Features

Organization-Wide

Shared responses available to all users in your organization.

Categories

Organize responses by category (Greetings, Support, Sales, etc.).

Slash Commands

Type /shortcut in chat to quickly find and insert responses.

Dynamic Placeholders

Use placeholders like {{contact_name}} for personalized messages.

Managing Canned Responses

Navigate to Settings > Canned Responses to create and manage your responses.

Creating a Canned Response

1. Click “Add Response”

   Open the canned responses settings and click the “Add Response” button.

2. Enter Response Details

   Fill in the following fields:

   • Name: A descriptive name (e.g., “Welcome Message”)
   • Shortcut: Optional quick-access code (e.g., welcome)
   • Category: Select a category for organization
   • Content: The actual message text

3. Add Placeholders (Optional)

   Include dynamic placeholders in your content:

   • {{contact_name}} - Replaced with the contact’s name
   • {{phone_number}} - Replaced with the contact’s phone number

4. Save

   Click “Create” to save your response.

Categories

Organize your responses into categories for easier navigation:

Category	Use Case
Greetings	Welcome messages, initial contact responses
Support	Common support replies, troubleshooting steps
Sales	Product information, pricing, promotions
Closing	Thank you messages, conversation endings
General	Miscellaneous responses

Using Canned Responses in Chat

There are two ways to insert canned responses while chatting:

Method 1: Picker Button

1. Click the canned responses icon (message bubble) next to the emoji button in the chat input area
2. Search or browse through your responses
3. Click a response to insert it into the message input
4. Edit if needed, then send

Method 2: Slash Commands

1. Type / followed by your shortcut in the chat input (e.g., /welcome)
2. A picker will appear showing matching responses
3. Select the response to insert it
4. Edit if needed, then send

Tip

Slash commands are the fastest way to insert responses. Create memorable shortcuts like /hi, /thanks, /hours for your most-used responses.

Placeholders

Make your responses personal by using dynamic placeholders that get replaced with actual contact data when inserted.

Available Placeholders

Placeholder	Description	Example
{{contact_name}}	Contact’s profile name	”John Smith”
{{phone_number}}	Contact’s phone number	”+1234567890”

Example

Canned Response Content:

Hello {{contact_name}}! Thank you for reaching out to our support team. How can I help you today?

After Insertion (for contact “Sarah”):

Hello Sarah! Thank you for reaching out to our support team. How can I help you today?

Note

If a placeholder value is not available (e.g., contact has no name), it will be replaced with a default value or left empty.

Usage Tracking

The system automatically tracks how often each response is used. This helps you:

• Identify your most popular responses
• See usage counts on each response card
• Responses are sorted by usage count (most used first)

Access Control

Role	Permissions
Admin	Create, edit, delete, and use responses
Manager	Create, edit, delete, and use responses
Agent	Use responses only (cannot create/edit/delete)

Tip

Agents can use all canned responses in the chat, but only admins and managers can manage them in settings.

Best Practices

1. Keep responses concise - WhatsApp messages work best when brief and to the point

2. Use meaningful shortcuts - Choose shortcuts that are easy to remember (/hi, /price, /hours)

3. Personalize with placeholders - Using {{contact_name}} makes responses feel more personal

4. Organize by category - Group similar responses together for easier discovery

5. Review and update regularly - Keep responses current and accurate

6. Train your team - Make sure agents know about available responses and shortcuts