Canned responses are your go-to tool for sending quick, consistent replies in Text. Whether you're handling live chats or responding to tickets, canned responses help you save time and maintain a professional tone, without typing the same message over and over.
How to create a canned response for chat support
Go to the Settings tab, then navigate to > Inbox > Canned responses > Chat responses.
Click + New canned response > Chat canned response.
Choose whether your canned response should be visible to all your teammates (Shared) or just for you (Private).
In the Response text field, type the message you want to reuse in chats. You can include text, links, or even add variables to personalize the message. You can also use the AI writing assistant to help draft or refine your response text.
Use the + Add variable option to personalize with dynamic content, such as the visitor's name.
Add shortcuts (for example, #pricing) to quickly insert the response into a chat. Press Enter after typing each shortcut.
Under Automation, you can optionally set when this response should be suggested to you. Select one or more available conditions to match your needs.
Select tags that will automatically be added to any chat where this canned response is used (you can select up to 10 tags).
Click Create response to save it.
If you want to create another one immediately, check the Create another box before clicking the Create response button.
How to create a canned response for support tickets
Go to the Settings tab, then navigate to > Inbox > Canned responses > Ticket responses
Click + New canned response > Ticket canned response.
Enter the response text. You can use formatting tools such as bold, italics, code, lists, links, and attachments.
Add shortcuts (for example, #pricing) to quickly insert the response into a ticket. Press Enter after typing each shortcut.
Click Create response to save it.
How to use canned responses
Canned responses are a simple but powerful way to improve support speed, consistency, and customer satisfaction. To use a canned response in a chat or ticket:
Type # followed by the shortcut (for example, #refund).
Select a response from the suggestion list.
Press Enter to insert it into your message.
Managing your response library
Canned responses are easy to maintain and organize. You can:
Edit — Update the message or shortcut at any time.
Delete — Remove responses that are no longer needed.
Search — Quickly find the right response by keyword or shortcut.
Frequently asked questions
Yes. When creating a chat canned response, you can choose between Shared (visible to all teammates) or Private (visible only to you). This lets you maintain personal shortcuts for frequently used replies without cluttering the shared library.
Type # followed by your shortcut (for example, #refund) directly in the message field. A suggestion list will appear — select the response you want and press Enter to insert it. You can set up shortcuts when creating or editing any canned response.
Canned responses can be personalized using dynamic variables. When creating or editing a response, use the + Add variable option to insert dynamic content — such as the visitor's name — so each reply feels tailored even though the base message is reused.
What's next?
Now that you've set up your canned responses, explore other automation tools in Text that can help your team work even faster:
Workflows — Automate repetitive tasks across chats and tickets without any coding. For example, automatically create a follow-up ticket whenever a chat receives a negative rating.
Chat routing rules — Make sure every incoming chat lands with the right team automatically, based on page URL, domain, or customer location — no manual triage needed.
Ticket rules — Set up conditions that trigger automatic actions on tickets, such as tagging or assigning them when specific keywords appear.
Text's Copilot — Your built-in AI assistant that guides your team, surfaces performance insights, and answers business-specific questions using your own knowledge sources.