Use case
Your team answers the same questions every week: welcome messages, "your files are ready", out-of-office replies. Canned responses are saved replies your team can drop into a request comment or a chat message in one click.
Create a canned response (admins)
Go to Settings > Modules and extensions and click the gear icon on Requests.
Scroll to the bottom of the General tab and click the Canned responses link.
Click Create canned responses at the top right. The list shows each response's Title, Message, Category and Created at date.
In the Create canned response window, fill in:
Title: the name your team picks from the list.
Category (optional): choose a category, choose None, or click Create category to add one. Hover a category in the list to rename or delete it.
Compose message: the text that goes into the reply. You can use formatting and links.
Click Save changes.
Tip: put the parts that change in [brackets], for example "Hi [client name]". The text is inserted as written, so your team can spot the brackets and fill them in before sending.
Edit or delete a canned response
On the Canned responses page, click the three-dot menu at the end of a row and choose Edit or Delete. Use Filters to show only one category.
Use a canned response (team)
Canned responses are available in the comment box of every request and in Messages. Clients don't see them, and the button only shows once at least one canned response exists.
Open a request and go to the Activity tab.
In the comment box, click the Canned responses button (the two speech bubbles).
Pick a response. They're grouped by category, and responses without one appear under No category.
The text appears in the comment box. Edit it as needed, then send it as usual.
Good to know: picking a canned response replaces whatever is already in the comment box. Pick the response first, then add your own words.