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.
Create a canned reply with a short title and the message text. In a chat, pick it from the canned replies menu to insert it, then edit if needed before sending. Build a small library for your most common questions: pricing, hours, address, and order status.
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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