Canned responses — also called saved replies or templates — are pre-written messages that support agents can copy and send to common customer questions. A well-maintained canned response library can reduce average handling time by 50% or more, improve consistency across your team, and ensure customers always receive accurate, professional answers.
Frequently Asked Questions
What are canned responses in customer support?
Canned responses are pre-written reply templates for common customer questions. Instead of typing the same reply to "how do I reset my password?" fifty times a week, an agent copies a well-crafted canned response, personalises it with the customer's name, and sends it in seconds. This saves time, reduces errors, and ensures consistency across your support team.
How do I use variables like {{name}} in my templates?
Variables (shown as {{variable_name}}) are placeholders you replace with actual values before sending. For example, {{name}} becomes "Sarah", {{ticket_id}} becomes "#1234", and {{response_time}} becomes "24 hours". When you copy a canned response, do a quick Find & Replace (Ctrl+H) in your email client to swap all variables before sending.
How many canned responses should I have?
Start with 10-20 covering your most frequent ticket types. Add more as you notice yourself typing the same thing repeatedly. Audit your library quarterly — remove outdated responses and refine ones that aren't performing well. The free tier supports unlimited responses (browser permitting); the paid tier syncs across your whole team.
Will my canned responses be lost if I clear my browser?
Yes — on the free tier, responses are stored in your browser's localStorage. Clearing your browser storage, switching browsers, or using a different device will mean they're unavailable. We recommend exporting your responses (copy them to a Google Doc) as a backup. Upgrade to our paid tier to sync your library across devices and team members.
What should I include in a canned response?
A good canned response includes: a personalised greeting with the customer's name, a clear acknowledgement of their issue, a direct answer or next step, and a professional sign-off. Use variables for anything that changes per customer (name, order number, amount). Keep responses under 200 words — longer responses have lower read rates.