Saved Replies
Last updated: September 9, 2026
Overview
Canned responses are predefined text snippets that agents can insert into conversations using shortcodes.
Create a Canned Response
Settings → Canned Responses → "Create Canned Response"
Fields:
- Shortcode — Shortcut for insertion (e.g., "gruss" → called with /gruss)
- Title — Display name
- Content — The text that will be inserted (Markdown supported)
- Category — Selection from managed Template Categories (dropdown)
Categories
Canned responses can be assigned to a Template Category. The categories are managed centrally in the admin panel:
Admin Panel → Template Categories
There, categories can be created, edited, translated (DE/EN), and sorted by drag & drop.
Existing standard categories:
- Greeting, Closing, Waiting, Info, Status, Process, Legal, Troubleshooting
Usage in Conversations
- Enter
/in a chat - Type the shortcode (e.g.,
/gruss) - Select the suggestion or press Enter
- The text is automatically inserted
Alternatively: Open the Canned Responses tab in the chat panel for a searchable list with category filter.
System Canned Responses
Admins can create global system canned responses available to all agents:
Admin Panel → System Canned Responses
- Multilingual (DE + EN)
- Agents can deactivate individual system responses for themselves
- Categories are selected from managed template categories via dropdown