Canned Responses

Canned Responses (or Quick Replies) allow your team to respond to common customer queries instantly using shortcodes. This ensures consistency and saves time for your support agents.

Managing Responses

Navigate to Engage > Canned Responses to manage your library.

1. Creating a Response

Click the "Create New" button and provide:

• Shortcode: A unique keyword (e.g., pricing, hours, welcome).
• Content: The full text that will be sent to the customer.

2. Organizing for Teams

Responses are shared across your entire organization, making it easy to maintain an official tone of voice.

Using Responses in the Inbox

While chatting with a customer in the Shared Inbox, you can trigger a canned response in two ways:

1. Type the Slash Command: Type / followed by your shortcode (e.g., /pricing).
2. Quick Selection: Click the Zap icon () in the message composer to browse and select a response from the list.

[!IMPORTANT] Dynamic Variables: You can use placeholders like {{customer_name}} in your response content. Sentikko will automatically replace these with the recipient's details before sending.

Best Practices

• Keep it Human: Even though it's a template, ensure the tone remains friendly and professional.
• Regular Audits: Review your canned responses monthly to ensure pricing, links, and policies are up to date.