Create a canned response

You need the Admin or Owner role.

1. Go to Settings → Canned Responses and click Create Response.
2. Enter a Title.
3. Write the Body. HTML is supported. Placeholders such as {{contact.name}} are replaced with the customer's details when the response is used. Click View available placeholders for the full list.
4. Add a Shortcut, for example shipping-delay, and a Category.
5. Click Create Response.

Agents can now insert it in any reply by typing / followed by the shortcut, for example /shipping-delay.

Tip: keep shortcuts short and memorable. Agents type them many times a day.