Canned Responses

Canned responses let you save frequently sent messages as templates. Whenever you need to use a saved reply in a conversation, you can access canned responses by typing / followed by a shortcode.

Benefits of Canned Responses

You can use canned responses to save replies to frequently asked questions, which will help reduce an agent's response time and productivity. All canned responses are available for all agents in the account.

Faster Responses - Quick access to pre-written replies

Consistency - Uniform messaging across agents

Productivity - Reduced typing time

Quality Control - Pre-approved content

How to create a canned response?

Any agent/admin in the account can create/modify a canned response. To add a new canned response, follow the steps described below.

Navigate to Canned Responses

From the sidebar, click on Settings → Canned Responses → Add canned response. By default, there are no canned responses available in the account.

Settings → Canned Responses → Add canned response

Configure Response Details

A modal will open up, as shown below. The fields shown in the modal are described below:

1Short Code

Write a short code you can easily remember later to use. The minimum length required is 2 characters. Every shortcode is unique.

Example: Use "welcome" for welcome message, "thanks" for thank you message

2Content

Write the content of the message. You can use variables like {customer.name} to personalize messages.

Variables Available: {{customer.name}}, {{agent.name}}, {{company.name}}

3Visibility

Choose whether this response is available to all agents or only to you.

Save Response

Click on "Create Canned Response" button to save your response. The response will now be available for use in conversations.

How to Use Canned Responses

Type the Shortcut

In any conversation, type / followed by the shortcode (e.g., /welcome)

/welcome

Select from Suggestions

A dropdown will appear with matching canned responses. Select the one you want to use.

Edit and Send

The response will be inserted in the message composer. You can edit it if needed before sending.

Managing Canned Responses

To manage existing canned responses:

Edit: Click the edit button to modify content or shortcode

Delete: Remove unused responses to keep the list organized

Duplicate: Copy existing responses and modify for similar use cases

Best Practices

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Use memorable shortcodes that are easy to type and remember
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Keep responses concise but comprehensive
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Personalize with variables where appropriate
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Regular review and cleanup of unused responses
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Train team members on available responses

Common Examples

Welcome Message

Shortcode: /welcome

"Hello {customer.name}! Welcome to ManySends. How can I help you today?"

Thank You

Shortcode: /thanks

"Thank you for reaching out! We appreciate your business."

Escalation

Shortcode: /escalate

"I'm escalating this to our specialist team. They'll respond within 24 hours."

Follow-up

Shortcode: /followup

"Is there anything else I can help you with today?"

How to create saved reply templates with Canned Responses?