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Canned Responses

Canned responses are saved replies, such as your opening hours, directions to your studio or how to reschedule a booking. Instead of typing the same answer again, anyone on your team can insert one into a conversation in a couple of clicks. Canned responses are shared by everyone in the workspace and work on every channel.

Create a canned response​

  1. Go to Settings > All Settings, and under Messaging & Inbox click Canned Responses.
  2. Click + Add New Response.
  3. Enter a Name, for example opening-hours. This is what you type after # to find it, so keep it short. It is for your reference only and is not sent.
  4. Enter the Message. You can add emoji and WhatsApp formatting (bold, italic, strikethrough and code).
  5. Click Save.
The New Canned Response form with the name opening-hours and a message listing the studio's opening hours

To change or remove a response, use Edit Canned Response or Delete Canned Response in its row on the Canned Responses list.

Use a canned response in a conversation​

In the Team Inbox:

  1. Open a conversation.
  2. Type # in the message box. A list of canned responses appears; keep typing to filter by name.
  3. Pick a response. Its text is placed in the message box.
  4. Edit it if you need to, then send.

You can also click + next to the message box and choose Canned Responses to search the list.

The Team Inbox message box with # typed and the list of canned responses shown above it

In the mobile team inbox app, tap the lightning icon in the message box, or type #.

Tips​

  • Canned responses are plain text. Personalisation variables such as the contact's name are not filled in, so leave a gap and type the name yourself.
  • On WhatsApp, you can only send a canned response while the 24 hour window is open. Outside the window, send an approved template instead.
  • Owners, administrators, receptionists and team members can manage canned responses.
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