Managing canned responses

Create and organize pre-written replies that your entire team can use.

Creating a canned response

1. Go to Settings → Canned Responses
2. Click "New Response"
3. Fill in:
   • Shortcut — Trigger text (e.g., greeting, hours, refund)
   • Category — Group (e.g., "Greetings", "FAQ", "Sales")
   • Content — The message text
   • Buttons — Optional quick reply buttons to include
4. Click Save

Organizing by category

Categories help agents find responses quickly:

Using variables

Dynamic variables auto-fill with contact data:

Hi {name}! Thanks for reaching out to us.
I'm {agent_name} and I'll be helping you today.

Available variables:

• {name} — Contact's name
• {phone} — Contact's phone number
• {agent_name} — Current agent's name
• {company} — Your organization name

Editing and deleting

1. Go to Settings → Canned Responses
2. Click on a response to edit
3. Make changes and save
4. Or click Delete to remove

Usage tracking

AIsoule tracks how often each response is used:

• View usage count per response
• Identify popular responses (keep them updated)
• Find unused responses (consider removing)

Tips

1. Start with 20 responses — Cover your most common scenarios
2. Keep them short — 2-3 sentences max
3. Update monthly — Remove outdated info, add new ones
4. Use categories — Makes finding the right response faster
5. Include emojis — Adds warmth to automated-feeling replies