Conversations
Quick Responses
Save and reuse templated replies for common questions.
Quick responses (canned replies) are pre-written messages agents can insert with a keystroke, eliminating repetitive typing for common questions.
Creating a quick response
- Go to Settings → Widget Settings → Quick Responses
- Click New response
- Enter a shortcut (e.g.
greet) and the message body - Save
Using a quick response
In the reply box, type / followed by the shortcut (e.g. /greet). A dropdown shows matching responses. Click to insert, then edit before sending if needed.
You can also click the ⚡ lightning bolt icon in the reply toolbar to browse all responses.
Template variables
These placeholders are replaced automatically when the response is inserted:
| Variable | Replaced with |
|---|---|
{{visitor_name}} | The visitor's name (if known) |
{{agent_name}} | The logged-in agent's display name |
{{org_name}} | Your organisation name |
Example:
Hi {{visitor_name}}, I'm {{agent_name}} from {{org_name}}. How can I help?Tips
- Keep shortcuts short:
greet,sorry,refund,close,hours - Write in a neutral tone agents can personalise before sending
- Only admins can create or delete responses; all agents can use them