What is canned response?
A canned response is a pre-written reply that an agent can insert into a conversation with one click. It is the simplest productivity tool in support and the one most often abused. Used well, canned responses ensure consistency. Used poorly, they make every reply feel scripted.
The basic shape
A canned response is a name plus a body. Agents pick from a searchable list while composing a reply. The body can include placeholder tokens (customer first name, ticket subject, order number) that get filled in before sending.
When to use them
High-frequency, low-variability questions: "how do I reset my password", "what is your refund window", "can I update my billing email". Each fires dozens of times a week and the answer never changes.
When not to use them
Anything with a person-specific element. Apologies. Anything where the wrong tone will offend. The rule of thumb: if the canned reply works without editing, the question was simple enough that a self-service article would have deflected it entirely.
See it working on message.com.
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