Canned responses
Saved snippets your operators insert with a slash shortcut instead of retyping the same answer.
Creating and using them
Create them per chatbot under Support → Canned responses. Each has a title, the message body, and an optional slash shortcut. In a live chat, an operator types / followed by the shortcut and the body is inserted into the composer, where it can still be edited before sending.
| Shortcut | Typical body |
|---|---|
/hours | Our team is available Monday to Friday, 9am to 6pm IST. |
/refund | Refund requests go to billing@example.com and are processed within 5 business days. |
/escalate | I am bringing in a specialist. One moment. |
Who can edit them. Owners and admins manage the library. Operators can use every response but cannot change them, so your wording stays consistent.
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