Create and use canned responses in Messello

Canned responses are reusable reply templates for the questions your team answers over and over — hours, pricing, return policy, onboarding steps. Save them once and insert them in seconds, with consistent wording every time.

Create a canned response

1. Go to Settings → Canned Responses.
2. Click Add canned response.
3. Enter a short code — a short keyword like hours or refund — that you'll type to summon the reply.
4. Write the message content. You can include formatting and links.
5. Save. It's now available to everyone in your account.

Insert a canned response while chatting

In the reply box, type / to open the canned response picker, then continue typing the short code to filter. Select the one you want and its full text drops into the editor. Edit or personalize it before sending.

You don't have to remember exact codes — the / menu shows a searchable list of all your saved replies.

Best practices

• Use clear, memorable short codes. Match the code to the topic (shipping, gdpr-free, welcome) so anyone can find it.
• Keep a warm, human tone. Templates should read like a person wrote them, not a robot.
• Always personalize. Add the customer's name or specific details before sending so replies never feel copy-pasted.
• Review regularly. Update responses when policies, prices, or links change so no one sends stale info.
• Cover your top questions first. Build responses for your 10 most-asked questions to get the biggest time savings fast.

Tip: Canned responses work across every channel in your shared inbox — WhatsApp, live chat, email, and more — so the same saved reply serves every customer.

For fully hands-off replies, let Messello's built-in AI draft answers for you. Try canned responses in the live demo, or see how to organize conversations with labels to route the right questions to the right templates.