Canned Responses
Saved reply templates, often with dynamic variables, that agents insert to answer common questions quickly and consistently.
Glossary/Canned Responses
Canned responses (also called saved replies or macros) are pre-written message templates for questions that come up again and again. Instead of retyping the same answer, an agent inserts the template in a click — often with dynamic variables like the customer's name or order number filled in automatically.
They save time and keep answers consistent and on-brand, while still letting agents personalise before sending. Paired with an AI copilot, canned responses become even faster, surfaced automatically based on the conversation's context.
Related terms
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