What are Canned Responses?
Canned responses are pre-written reply templates that support agents can instantly insert into ticket replies. They eliminate repetitive typing, ensure consistent messaging, and can be personalized with dynamic variables — all accessible through simple /shortcut commands inside your AI shared inbox.
Quick answer
Canned responses let your team answer common questions in seconds. Type/refund and a polished, pre-approved reply appears — complete with the customer's name and order details filled in automatically. It's speed without sacrificing quality.
How canned responses work
- Create templates — Write polished replies for your most common scenarios: refunds, password resets, shipping updates, and feature explanations.
- Assign shortcuts — Map each template to a memorable
/shortcutlike/refund-policyor/welcome. - Insert and personalize — Agents type the shortcut and the template expands. Variables like
{{customerName}}and{{ticketId}}auto-fill from ticket data. - Edit before sending — The template is a starting point. Agents can tweak the message to match the specific situation before hitting send.
Canned responses vs. typing from scratch
| Factor | Canned Responses | Typing from Scratch |
|---|---|---|
| Speed | Instant insertion via /shortcut | 1–5 minutes per reply |
| Consistency | On-brand, approved messaging | Varies by agent |
| Errors | Low — pre-reviewed templates | Higher — typos and omissions |
| Personalization | Variable placeholders auto-fill | Manual copy-paste of details |
| Training | New agents productive immediately | Requires memorizing policies |
| Scalability | Easy to add and update templates | No reusable asset created |
Frequently asked questions
What are canned responses?
Canned responses are pre-written reply templates that agents can insert into tickets with a keystroke. They save time on repetitive questions while ensuring consistent, on-brand messaging across your support team.
How do they save time?
Instead of typing the same explanation dozens of times a day, agents type a shortcut like /refund-policy and the full template appears instantly. With variable placeholders like {{customerName}}, each response still feels personal.
What's the difference from macros?
Macros typically perform multiple actions at once — like replying, adding a label, and assigning a ticket. Canned responses are simpler: they insert a pre-written message into the reply box without triggering other workflow steps.
How to write good ones?
Keep them concise but complete. Use a friendly, professional tone. Include variable placeholders for personalization. Cover your most common scenarios. Review and update regularly based on customer feedback and product changes.
Related terms
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