Canned Responses

Canned responses are saved reply templates you can drop into the live chat composer to avoid retyping the same message every time, such as greetings, account-info requests, troubleshooting steps, closing remarks, etc. Each response has a title, a message (rich text), and an optional shortcode for keyboard insertion.

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Managing canned responses

1. To manage canned responses, go to Settings > Canned Responses.
2. Click the + button next to the search bar to add a new canned response.

3. Provide a title, a message, and (optionally) a shortcode.

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Shortcodes

A shortcode is a short keyword (e.g. greet, refund-policy, out-of-office) you assign to a canned response so you can insert it quickly. To use: in the composer, type a backtick followed by the shortcode e.g. `greet. A floating menu shows matching responses as you type. Press Enter to insert the highlighted one, or click it. Esc dismisses the menu.

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Variables (AI Agent only)

In the message editor, type {{ to insert a variable. Variables resolve at insert-time against the current conversation - {{contact_fname}}, {{contact_email}}, etc. — and fall back to an empty string if the value is unknown. Variables are not available on standard chatbots; the editor shows them as plain text on those.

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Inserting a canned response

Three ways from the composer:

1. Picker: click the bookmark icon in the reply composer. You can search for a canned response by title or shortcode, and select it to insert it into the composer.
2. Shortcode: type a backtick followed by your shortcode (e.g. `greet). A floating menu shows matches; press Enter or Tab to insert the highlighted one.
3. Slash command: type /, choose Canned response to open the canned response picker.