Canned replies

A canned reply is a prepared text inserted into the chat in a second. Keep everything you type more than twice a day there: delivery terms, payment details, the returns how-to.

Using them in chat

Type # in the reply field — the canned replies list opens with search by name. Pick one — the text (and attachments, if any) lands in the composer where you can tweak it before sending.

Creating them

Canned replies → Add reply:

• Name — short, it's what you search by with “#” (“shipping-times”, “returns”).
• Text — the reply itself; same formatting as the chat.
• Attachments — images and files, up to 5 MB total (e.g. a PDF manual).
• “Shared with the team” — enable so every operator in the project sees it; off means the template is personal.

Practical notes

• Personal templates are for your own greeting and sign-off phrasing.
• A canned reply is also AI material: add the same wording to the Q&A knowledge sources so the bot answers like your best operator.