Canned responses let you automate a big part of your replies to common issues. Once created, they're accessible by typing / and starting to type the response name to trigger a full completion of the message. Canned responses are also used to train your AI agent on how to respond to messages it's assigned to.
Migrating from another platform? If you ran our migration tool, we'll have imported your existing canned responses from your previous helpdesk — so check Settings → Canned responses before writing new ones. It's worth confirming the variables carried across correctly.
To set up canned responses, go to Settings → Canned responses → + Add canned response. You can also use variables to pull useful information into a response dynamically:
These are some of the variables you can use:
-
Order information, like ID and number
-
Shipping details, like tracking link, tracking number and date
-
Customer details
You can see the full list of available variables by typing {{ inside the text editor.