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Canned Responses let your human agents quickly insert pre-written replies during live chat using shortcut commands. This speeds up response times and ensures consistent messaging.

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Creating a Canned Response

  1. Go to Settings → Canned Responses tab.
  2. Click Add Response.
  3. Fill in the fields:
    • Shortcut — A short keyword (e.g., pricing, hours, refund).
    • Content — The full response text.
  4. Click Save.

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Example

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Using Canned Responses in Live Chat

While chatting with a user in the Live Chat Panel:
  1. Type / in the message input.
  2. A dropdown of available shortcuts will appear.
  3. Select the shortcut or continue typing to filter (e.g., /pricing).
  4. The response content will be inserted into your message.
You can edit the inserted text before sending if you need to personalize it.
You can also access canned responses from the Shortcuts tab in the Live Chat Panel sidebar.

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Managing Responses

  • Edit: Click on an existing response to update its shortcut or content.
  • Delete: Click the delete icon to remove a response.
Canned responses are shared across your entire organization. Any team member with Admin or Developer role can create or manage them.