Canned replies save typing and keep answers consistent across the team. Manage them in Live chat › Canned replies.
Create one
Each canned reply has:
| Field | Limit | Tip |
|---|---|---|
| Shortcut | 40 characters | Short and memorable: ship, return, hours |
| Title | 80 characters | What it is, for the picker |
| Content | 4000 characters | The text that’s inserted |
Turn on Personal (only visible to me) for replies only you use. Everything else is site-wide and available to every agent.
Use one
In the inbox composer, type / and keep typing the shortcut or title. Pick the reply; it fills the message box. You can still edit it — nothing is sent until you press send.
Who can edit site-wide replies
Owners, admins and analysts can edit site-wide replies. Agent-only teammates can’t by default; an admin can give them the permission in Agents.
Keep the list useful
Each reply shows how often it was used. Every few months, delete the ones nobody sends and rewrite the ones that always get edited before sending.
Copy-ready replies for welcomes, shipping, returns, hand-offs and closings are in the reply templates library.
With translation on
Canned replies are inserted in the language you wrote them. When two-way translation is on, the visitor receives them translated like any other reply.