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Canned responses

Canned responses are reusable quick replies for common customer questions, so agents don't retype the same answers. Build a small library of your most-used messages here; agents pick from them in the chat window. The header shows a running count of how many you've saved.

Creating a response​

Fill in the add-response form and click Add Response (disabled until the response text isn't empty):

  • Response text — the message itself, for example "Thank you for contacting us! How can I help you today?" This is the only required field.
  • Link to task (optional) — attach the response to a flow. Only active (non-disabled) flows appear in the list. Use this when a canned reply belongs to a specific workflow.
  • Variables (optional) — add placeholder names (type and press enter) that get filled in automatically when the response is used, so a single template can be personalized per customer.

Each response is added to the list immediately on save.

Managing responses​

Saved responses appear in a numbered list. Each shows its text, a purple tag for its linked flow (if any), and blue {{variable}} tags for any variables. Hover a row to reveal:

  • Copy — copies the response text to your clipboard.
  • Delete — removes the response, after a confirm prompt.

If you have no responses yet, the list shows an empty state prompting you to add your first one.