Canned responses
Save and insert pre-written messages so you can reply to common situations without retyping the same words every shift.
A canned response is a short, named message you've written once and can insert into any chat with one click or one slash command. They're the single biggest time-saver on a busy support shift — every "Hi, can you share your order number?" you don't have to retype is one more minute you can spend on a hard ticket.
Manage your library at Live Support → Canned responses.
Some teams call these "communication templates." It's the same concept — the two terms get used interchangeably across the product.
What's in a canned response
Each response has four fields:
| Field | What it's for |
|---|---|
| Name | How the response shows up in the picker. Keep it short and descriptive. |
| Content | The actual message text. Can include variables (see below). |
| Category | Optional grouping — for example Greetings, Escalations, Closings. |
| Shortcut | Optional keyword for the slash-command picker. Lowercase, no spaces. |
The shortcut is what makes canned responses fast. Once you've set one, you don't need to open the picker at all.
Create a response
Open the canned responses page
Go to Live Support → Canned responses and click New response.
Name it
Pick something obvious — "Order number prompt" beats "OP1".
Write the content
Type the message. Include variables (see below) for anything that should change per conversation, like the customer's name.
Add a category and shortcut
Both are optional but worth setting. A shortcut like order lets you type /order in the composer to insert this response.
Save
The response appears in your library and is immediately available in the chat composer.
Variables
Three variables get replaced when you insert a response:
| Variable | Replaced with |
|---|---|
{customer_name} | The customer's name on this conversation. |
{agent_name} | Your name. |
{org_name} | Your organization's name. |
If a variable doesn't have a value (for example, the customer hasn't shared their name), Informly leaves a sensible fallback like "there" so the message still reads cleanly.
Insert one in a chat
You've got two ways to drop a response into the composer.
Start typing / followed by the shortcut keyword — for example /greeting. The matching response appears; press enter to insert. This is the fastest way once you know your shortcuts.
Click the canned-response icon next to the composer to open the picker. Browse by category, search by name, and click a response to insert. Use the picker when you don't remember the shortcut.
After insertion you can still edit the message before you send. The variables are filled in immediately so you can tweak the text without re-running anything.
What to build first
If you're starting from zero, these tend to earn their keep fastest:
- A greeting that introduces you by name
- An ask for the customer's order number, account email, or whatever ID you need most
- A standard escalation line for when you need to transfer to another team
- A closing message that thanks the customer and points to the feedback prompt
You don't need a huge library. Five or six good responses cover most of what you'll send in a week.