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What is Canned Response

After serving customers for a few days, you’ll notice that you often use the same greetings or closing lines, or that there are some common questions that come up repeatedly. That’s why we introduced Canned Response to reduce repetitive work. You can save frequently sent messages as templates and use them quickly in chats with the help of shortcuts. In Inbox, admins have permission to set up company-wide global Canned Response. After they are configured, all users under the tenant can use them in Inbox.

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How to create Canned Response

Inbox manager/Admin can create or modify account-wide Canned Response. To add a new preset reply, follow these steps.

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Step 1: Go to Settings > Inbox > Canned response

Full Settings Inbox Canned response page with Add Canned Response.

Go to Settings > Inbox > Canned response and select Add Canned Response.

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Step 2: Select Add Canned Response and complete the required fields

  1. Short code: Write a short code that is easy to remember later, used to trigger the Canned Response phrase or text. Each shortcut code must be unique, with a maximum of 150 characters.
  2. Content: Enter the message you want to save as a template. The content supports tags and 1 attachment. The content supports up to 1024 characters.
Full canned response editor containing the docs_shipping short code and reply text.

Enter a unique Short code and the Content to insert in conversations.

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Step 3: Save the Canned Response

Click the Save button at the bottom to save the Canned Response. Click Cancel, and this record will not be saved. After saving, you can click the red Delete button to delete this record.
Saved docs_shipping canned response with creator and creation time.

After saving, the reply appears in the list with its creator and creation time.

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How to create company Canned Response

Company Canned Response can be configured under Settings > Inbox > Canned Response. Company Canned Response are global and can be used by all service agents after they are set up.

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How to use Canned Response

Step 1: Trigger Canned Response. In the chat input box, type “/”. This symbol must be at the very beginning of the chat box and cannot follow any text. This will display a list of all preset replies. The left side shows the Canned Response list, and the right side shows a content preview.
Full Inbox showing the docs_shipping preset and its preview above the composer.

Type a slash followed by the short code to find and preview the saved reply.

Step 2: Select a Canned Response. You can select one from the left list with your mouse, or simply enter the shortcut code if you remember it. Then use the up and down arrow keys to switch the selected item, and press Enter, and your text editor will be filled with the reply.
The selected canned response inserted into the Inbox composer without sending.

Select the preset or press Enter to insert it, then review the text before sending.