Canned responses

Canned responses are saved replies that anyone on your team can drop into the inbox composer with a / shortcut. They're tenant-wide — once you create one, every agent in your workspace can use it.

Bodies can include variables that fill in from the conversation's contact and account context, so a single canned response feels personalized without anyone retyping the customer's name.

Creating a canned response

Go to Settings → Canned Responses.

Give it a title that's easy to recognize in the dropdown (e.g. "Thanks for reaching out", "Asking for repro steps", "Pricing question").
Optionally pick a shortcut — a short keyword like thanks or repro that lets agents type /thanks to find this response immediately. Shortcuts don't have to be unique; if two responses share one, both show up.
Write the body. Use plain text or markdown — whatever you'd type by hand. Include variables wherever you'd normally type a name, company, or account.

Click Add canned response. It's available in the inbox composer immediately.

Using a canned response in the inbox

In any conversation, type / in the reply textarea. A dropdown appears with every canned response in your workspace.

Keep typing to filter. Matches are scored by shortcut prefix first, then title substring, alphabetical within each tier.
↑ / ↓ to navigate the list.
Enter or Tab to insert the highlighted response.
Esc to close without inserting.

When you insert, variables in the body are substituted on the spot using the current conversation's contact + account. Anything that can't be filled (e.g. the contact has no company set) stays as the literal {{contact.company}} placeholder so you can see it before sending and either fill it in by hand or remove the line.

You can edit the inserted text after it lands — canned responses are starting points, not locked templates.

Available variables

Token	Replaced with
`{{contact.first_name}}`	First word of the contact's name
`{{contact.last_name}}`	Everything after the first word of the contact's name
`{{contact.name}}`	Full contact name
`{{contact.email}}`	Contact email
`{{contact.company}}`	Contact's free-text company field
`{{contact.job_title}}`	Contact job title
`{{contact.phone}}`	Contact phone
`{{account.name}}`	Linked account name
`{{account.lifecycle_stage}}`	Linked account lifecycle stage

If you reference a token that doesn't resolve, the literal {{...}} is left in the inserted text so you spot it before sending. Spelling counts — {{contact.firstname}} (no underscore) won't match.

Editing and deleting

In Settings → Canned Responses, every saved response shows up as a card. Click Edit to change the title, body, or shortcut. Click Delete (then Confirm delete) to remove it. Edits are tenant-wide and take effect immediately for every agent.

Every create / update / delete is recorded in the Audit Log under the canned_response.* actions.

Common patterns

A few responses worth saving on day one:

/thanks — "Hi {{contact.first_name}}, thanks for reaching out — I'll take a look and get back to you shortly."
/repro — "Could you walk me through the exact steps that produce this? Anything you can share — screenshots, the URL you're on, what you see vs what you expected — helps me match it to a fix."
/closing — "Glad we got that sorted. I'm closing this out, but feel free to reply here if anything else comes up."
/pricing — "Happy to walk through pricing for {{account.name}}. We can hop on a 15-minute call or I can send a written summary — what's easier?"

Tips

Keep the title short — it's what agents scan in the dropdown. Long titles get truncated.
Use the shortcut for the things you reach for most. The dropdown supports filtering on title too, but a memorized shortcut is faster.
Lean on variables for the bits that change. The whole point is to write each response once.
Markdown works. If your channel renders markdown (the inbox does), you can use **bold**, *italics*, links, and lists in the body.