Create and use canned responses

Canned responses are reusable reply templates for questions your team answers frequently. They improve speed and consistency, but teammates should still review and personalize every response.

Create a canned response

1. Open Settings.
2. Select Canned Responses.
3. Select New response.
4. Enter a recognizable Title.
5. Add a short Shortcut beginning with /, such as /greeting.
6. Write the reusable response body.
7. Optionally add a category.
8. Choose whether the response is Personal or Shared.
9. Save the response.

Use Shared for approved team wording. Use Personal for templates that only you need.

Insert a response in a conversation

1. Open a conversation in Threads.
2. In the reply box, type / and part of the shortcut or title.
3. Choose the response from the results.
4. Edit the inserted text for the customer's situation.
5. Review the complete reply before sending.

You can also open the canned-response picker from the reply composer.

Write useful templates

• Keep facts that change frequently out of templates.
• Use placeholders only when their meaning is obvious.
• Do not store passwords, access tokens, or sensitive customer information.
• Prefer a short answer plus the next action.
• Review shared responses when policies or product behavior changes.

A canned response should reduce typing, not replace judgment. If the customer's question differs from the common case, write a fresh response or adapt the template substantially.