CANNED RESPONSES by TidySupport
Your best replies, ready to send in one keystroke
Save common answers as reusable templates. Insert them with a keyboard shortcut, personalize with variables like the customer's name or order number, and share the whole library across your team.
/password → inserts full password reset instructions{{customer_name}}, {{order_number}}Why use Canned Responses?
Stop typing the same answers from scratch, every single day
Insert in One Keystroke
Type a shortcut like /password or /refund while composing a reply and the full canned response inserts instantly into your message box.
Shared Across the Team
Canned responses are shared with the entire workspace. Create once and every agent instantly has access to your team's best answers.
Variables for Personalization
Include variables like {{customer_name}} or {{order_number}} that auto-fill from contact data, so templates feel personal even at scale.
Consistent Quality
When your best agents write the templates, every agent sends the same high-quality reply. Reduce variance and stop customers getting different answers from different agents.
How to use Canned Responses
From creating your first template to using it in a live conversation
Create a response
Go to Settings → Canned Responses in your dashboard and click New Response. Write your template, give it a short name, and save it.
Add variables (optional)
Make templates feel personal by adding variables. Available placeholders include:
Contact Variables
{{customer_name}}, {{customer_email}} — auto-filled from the contact record when you insert the response.
Custom Variables
Add any variable like {{order_number}} — the agent will be prompted to fill it in before inserting.
Insert during a conversation
While typing a reply, type / followed by your response name. A dropdown appears — press Enter to insert the full template instantly.
Review, personalize, and send
The template appears in your reply box. Adjust any details, fill in any custom variables, and send. Done in seconds instead of minutes.
Tip: Always read the inserted text before sending. Contact variables auto-fill, but double-check custom variables are accurate for this specific customer.
What your team will use them for
The most common support answers your team writes every day — saved once, used forever
Password Reset
Customer says they can't log in or forgot their password.
Full step-by-step reset instructions, personalized with the customer's name.
Refund Policy
Customer asks about refunds or cancellations.
Your refund policy explained clearly, with next steps tailored to their situation.
Billing Question
Customer asks where to find their invoice or update payment details.
Clear instructions for the billing portal with a direct link to their account settings.
Feature Request
Customer requests a feature that isn't built yet.
A warm, professional response acknowledging the request and explaining your feedback process.
Good to know
What you can and can't do with Canned Responses
What you can do
- Create unlimited canned responses
- Use rich text formatting and line breaks
- Add contact and custom variables
- Search templates by name as you type
- Edit or delete any response at any time
Current limitations
- Responses are workspace-wide, not per-agent
- No image or attachment support in templates
- Variables require manual fill-in if not in contact record
- No A/B testing between template versions
- No analytics on which templates are used most often
Frequently Asked Questions
Can individual agents create their own private responses?
Currently, all canned responses are shared across the workspace. Every agent can see, use, and create responses that are available to the whole team.
How many canned responses can I create?
There is no hard limit. Create as many as your team needs. Use clear, descriptive names so agents can find the right one quickly with the search shortcut.
Can I use canned responses with rich text?
Yes. Templates support bold, italic, bullet lists, and numbered lists. Formatting is preserved when the template is inserted into the reply box.
What variables can I use in a template?
You can use any contact attribute like {{customer_name}} and {{customer_email}}, which auto-fill from the contact record. You can also define custom variables that agents fill in manually before inserting.
Can I use canned responses in the mobile app?
Yes. Canned responses work across all TidySupport clients — desktop, web, and mobile. The shortcut trigger works the same way wherever your agents reply from.
Stop writing the same replies from scratch
Set up your first canned responses today and watch your team's reply speed improve from day one.