What is a canned response?
A canned response is a pre-written reply to a common customer question or situation that support agents can insert into a conversation and personalize, saving time and keeping answers consistent. Canned responses are also called macros, saved replies, quick replies or templates.
Example
Hi {name}, thanks for reaching out. I've reset your password; you'll get an email with a link that's valid for 30 minutes.
Pros and cons
| Pros | Cons |
|---|---|
| Faster replies | Can sound robotic |
| Consistent policy | Go stale |
| Easier onboarding | Misused if not personalized |
Canned responses and AI
AI can suggest the right canned response or generate a personalized reply from the same approved content.
