Canned replies

Canned replies (called Canned responsesin the dashboard) are reusable text snippets your human agents can drop into a conversation by typing a slash-shortcut. They save typing on the questions you answer over and over — shipping times, return steps, sizing guidance. Find them under Settings → Behavior → Canned Replies, or go to /app/<storeId>/settings/canned.

Anatomy of a canned response

Each entry has four fields:

• Shortcut— the trigger you type after the slash, e.g. thanks or returns. Required. Limited to letters, numbers, hyphens, and underscores (no spaces), up to 64 characters.
• Title— a human-readable label so you can tell responses apart in the list. Required, up to 255 characters.
• Body— the actual text that gets inserted. Required. Multi-line is fine; line breaks are preserved.
• Locale — a language code, defaulting to en. This lets you keep separate versions of the same shortcut per language.

Adding and updating responses

The page lists your existing responses at the top — each shows the /shortcut chip, the title, the locale, and the body. Below that, the Add or update response form lets you create a new one: fill in shortcut, title, locale, and body, then click Save response.

Deleting a response

Each row in the list has a Delete button. Removing a canned response takes effect immediately; agents can no longer expand that shortcut. There is no separate confirmation step, so delete deliberately.

Practical tips

• Keep shortcuts short and memorable (ship, refund, vip) so agents can fire them from muscle memory.
• Use a consistent naming convention across the team — agreeing on /returns vs /return-policy avoids near- duplicates.
• For multilingual stores, reuse the same shortcut with different localevalues so agents type one shortcut regardless of the shopper’s language.
• Canned bodies are static text. If you want answers that pull live order or policy data, that’s the AI agent’s job — see How the AI works.

Canned replies vs. AI replies

Canned replies are for human agents who want to insert a vetted snippet quickly. They are deterministic and never change. The AI agent, by contrast, drafts a fresh answer grounded in your catalog and policies. Many teams use both: let the AI handle the bulk, and keep a handful of canned responses for the exact-wording moments (refund approvals, escalation acknowledgements) where consistency matters.

Related

Canned responses are inserted from the inbox. To set response- time expectations for that inbox, see SLA & business hours. For when a conversation should move from AI to a human, read Human handoff.