Canned replies are saved message templates for the inbox. When the same questions come up, your team inserts a ready answer in one click instead of retyping it, which keeps replies fast and consistent.
These steps describe CRM V2, the current version. If your account is still on the older CRM, the screens differ but the ideas are the same. Newer accounts are on V2 by default.
In Live Chat, type / followed by the reply name to bring it up. A Canned Reply sends instantly the moment you select it. A Quick Reply drops into the message box first, letting you edit before sending — useful when you need to tweak a detail each time.
Canned replies save time, but tweak them per customer where it matters. A name or a specific detail turns a stock answer into a personal one.
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