Create and use canned responses

Canned responses are reusable text templates. Inserting one prepares text in the composer; it does not send the reply. Review the wording, audience, and customer details before sending.

Create a response

The current settings page exposes creation to Owners and Admins. If New response is unavailable, ask a workspace administrator to help.

1. Open Settings → Canned Responses and select New response.
2. Enter a recognizable Title.
3. Enter a short Shortcut, such as greeting. The field displays the / prefix for you.
4. Write the Reply text and optionally add a Category.
5. Choose Available to: Shared (workspace-wide) or Personal (only me).
6. Select Create response.

Use Shared for approved team wording. Personal controls which responses the reply picker offers to you; do not treat it as secure storage for confidential text. Keep credentials and customer-specific sensitive information out of both types of template.

Use customer variables

The form offers Customer name, Customer email, and Ticket subject insertion buttons. These insert supported variables such as {{customerName}} into the template.

When using a response, inspect the resulting text. Missing customer details or unrecognized variables can leave placeholders unresolved. Replace them manually before sending; do not invent variable names and assume they will be filled automatically.

Insert and personalize

1. Open the intended conversation in Threads.
2. Use Insert canned response, or type / in the reply composer to find a template.
3. Search by the response title, shortcut, or relevant wording and choose the result.
4. Review the inserted text, replace any unresolved placeholders, and adapt the answer to the request.
5. Check whether the composer is in reply or internal-note mode, then send only when ready.

A template does not change the channel's sending capability. For a customer email, verify the address and normal email delivery state. A test thread keeps replies inside Protodesk.

Maintain useful wording

Find existing templates with Search responses… in settings. When editing an available response, select Save changes after reviewing the title, shortcut, text, category, and availability. Avoid duplicating similar templates that teammates could confuse.

If a response does not appear in the picker, check the workspace, search text, shortcut, and Personal/Shared setting. Ask an administrator to check the saved response if necessary. If a variable is still visible after insertion, correct the draft before sending.

Keep frequently changing prices, dates, and policies out of fixed wording unless someone maintains them. Changing a template does not recall or rewrite replies already sent to customers.

Related: working with customer conversations and email delivery troubleshooting.