Using Canned Messages

Canned messages provide reusable response text for common messaging situations.

Why use canned messages

They can help agents respond faster and maintain consistent wording for routine questions.

Use a canned message

1. Open the active messaging conversation.
2. Open the canned-message selector where available.
3. Choose the appropriate response.
4. Review the text before sending.
5. Personalize it when the customer context requires changes.
6. Send the message.

Keep content accurate

A canned response should not be treated as permanently correct.

Review reusable content whenever products, policies, links, or service processes change.

Avoid robotic communication

Use canned messages as a starting point rather than a substitute for understanding the customer's request.

Good practices

Keep responses focused, current, and easy to understand. Remove duplicate or obsolete canned messages so agents can quickly find the correct one.