Canned responses helps agents to reuse replies with a single click, ensuring faster resolution and a uniform tone across communications.


TABLE OF CONTENTS


Levels of Canned Responses

Canned responses can be created and managed at two levels:

  • Global Level – These responses are available across all client and can be used by any agent who has access.

  • Client Level – These responses are specific to a particular client and can be customized based on client-specific requirements.

All canned responses that an agent has access to based on their permissions will appear in the Canned Responses settings.



Adding dynamic content

You can personalize your canned responses using dynamic content placeholders. These automatically insert ticket-specific or user-specific information such as:

  • Contact's name

  • Agent’s Signature

  • Ticket ID and Subject

This ensures each response feels personalized even though it’s automated.


How to create a Canned Response

  1. Navigate to the Canned Responses Page

    • Go to Admin > Automations & Productivity > Agent Productivity > Canned Response.

    • If your account has multiple client, go to Admin > { Client Name} > Automations & Productivity > Agent Productivity > Canned Response.

  2. Create a New Canned Response

    • Click Add Canned Response.

    • Enter a Response Title that agents can easily identify when replying to tickets.

  3. Compose Your Template

    • Use the rich text editor to create your formatted response.

    • Click Insert Placeholder to include dynamic fields like Ticket ID, Subject, or Requester Name.

    • Attach any files you want to include in the reply.

  4. Set Visibility and Permissions

    • Choose whether the canned response is visible only to you, to specific groups, or to all agents.

    • Responses visible only to you will be saved under the Personal folder by default.

  5. Organize Your Responses

    • Save the canned response in a relevant folder for easy access and categorization.

    • You can create folders to group responses by use case, team, or client.

  6. Save and Use

    • Click Save to store your template. Agents can now access and use the canned response directly from the reply editor.


Manage Canned Responses

All created canned responses appear under the Canned Responses section. You can:

  • Edit or delete existing responses.

  • Organize them into folders.

  • Share them with specific teams or across all agents.

This structure helps ensure that responses are easily accessible and relevant to each team’s or client’s context.