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💬 Canned Responses

Canned responses are pre-written reply templates that save time when responding to common enquiries. Use them for frequently asked questions, standard replies, and consistent messaging.

What Are Canned Responses?​

Instead of typing the same response repeatedly, create a template once and insert it with a click:

  • Pricing enquiries - Standard pricing information
  • Turnaround times - How long repairs typically take
  • Booking instructions - How to drop off a device
  • Warranty information - What's covered

Creating a Canned Response​

  1. Go to Settings → Canned Responses
  2. Click Add Response
  3. Fill in:
    • Title - A short name for the response (e.g., "Screen Repair Pricing")
    • Content - The full response text
    • Category (optional) - Group related responses
  4. Click Save

Using Variables​

Make responses dynamic with variables that auto-fill:

Hi {{customer_name}},

Thank you for your enquiry about {{device_brand}} {{device_model}} repair.

Our estimated turnaround is 2-3 working days. Please drop off your device at:

{{location_address}}

Best regards,
{{user_name}}
{{company_name}}

Available Variables​

VariableDescription
{{customer_name}}Customer's full name
{{device_brand}}Device brand (e.g., Apple)
{{device_model}}Device model (e.g., iPhone 15)
{{order_reference}}Order reference number
{{location_address}}Location address
{{company_name}}Your company name
{{user_name}}Your name (staff member)

Using a Canned Response​

When Replying to a Ticket​

  1. Open the ticket
  2. Click the Templates button (or press /)
  3. Search or browse for your response
  4. Click to insert
  5. Edit if needed
  6. Send

Keyboard Shortcut​

Type / in the reply box to open the canned response picker.

Organizing Responses​

Categories​

Group responses by category:

  • General - Common questions
  • Pricing - Cost-related responses
  • Technical - Repair-specific information
  • Policy - Terms, warranty, etc.

With many responses, use the search to find the right one quickly:

  • Search by title
  • Search by content keywords
  • Filter by category

Best Practices​

✅ Do​

  • Keep responses conversational and friendly
  • Use variables for personalization
  • Review and update responses regularly
  • Create category-specific responses

❌ Don't​

  • Make responses too long
  • Use jargon customers won't understand
  • Forget to personalize before sending
  • Create duplicates

Sharing Responses​

Canned responses are shared across your team. Any team member can:

  • Use existing responses
  • Create new responses (if permitted)
  • Edit responses

Next Steps​