Product Canned replies
The answers you give twenty times a day.
Every desk has a dozen replies it sends constantly — hours, address, payment details, which documents are needed. Save them once and insert them with a slash command.
Why it exists
Consistency matters more than speed here
The obvious benefit is typing less. The one teams notice after a fortnight is that everybody now sends the same answer. When six agents each phrase the return policy from memory, customers get six subtly different policies — and the differences surface later as complaints.
A canned reply is not automation. A person still chooses it, reads it, and can edit it before sending. It removes the retyping without removing the judgement.
What you get
In the product today.
Slash-command insertion
Type / and a shortcode, and the snippet drops into the composer ready to edit.
Shared across the team
One library for the workspace, so a new starter sends the same answers as your best agent on day one.
Editable before sending
Snippets are a starting point, not a locked template. Adjust and send.
No template approval
Because this is not the Business API, nothing needs submitting to Meta and there is no waiting.
Always sent by a human
Nothing fires automatically — which is also the safer posture on a regular number.
Works in groups too
The same library is available in group conversations.
When you would use it
Situations this is for
- The document checklist you send every new client.
- Payment details, sent correctly the same way every time.
- A new starter who needs to sound like your best agent on day one.
Questions
Canned replies — questions
Are these the same as WhatsApp message templates?
No. Message templates are a Business API requirement, approved by Meta and needed to message outside the 24-hour window. Canned replies are saved text on your side, with no approval and no restrictions.
Can each agent have their own?
The library is shared across the workspace so answers stay consistent. Agents can edit freely before sending.
Is there a limit?
No practical limit on how many you save.
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