Canned responses are your go-to tool for sending quick, consistent replies in Text App. 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 Automations tab, then navigate to > Canned responses > Chats.
Click + New 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.
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 Automations tab, then navigate to > Canned responses > Tickets.
Click + New 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.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.