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Canned Responses are pre-written reply templates that enable your support team to respond to conversations quickly and consistently. They help maintain quality while reducing response time.

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Overview

Canned Responses allow you to:
  • Save frequently used replies
  • Maintain consistent messaging
  • Reduce typing and response time
  • Standardize answers to common questions
  • Share knowledge across your team

Quick Access

Type / in the message composer followed by a shortcode to insert a canned response

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Creating Canned Responses

Create canned responses through the admin interface or API:
1

Navigate to Settings

Go to Settings > Canned Responses
2

Click Add

Click Add canned response button
3

Configure Response

  • Enter a short code (e.g., welcome, hours)
  • Write your message template
  • Save the response

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Via API

curl -X POST \
  https://app.chatwoot.com/api/v1/accounts/{account_id}/canned_responses \
  -H 'api_access_token: YOUR_ACCESS_TOKEN' \
  -H 'Content-Type: application/json' \
  -d '{
    "short_code": "welcome",
    "content": "Welcome to our support! How can we help you today?"
  }'

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Using Canned Responses

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In Conversations

There are multiple ways to use canned responses:
Type / followed by the shortcode in the message composer:
/welcome
The full message will be inserted automatically.

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Editing Before Sending

After inserting a canned response:
  1. The template text appears in the composer
  2. Edit as needed for the specific situation
  3. Add personalization (customer name, details)
  4. Send the message
Canned responses are templates, not automated messages. Always review and personalize before sending.

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Response Fields

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short_code
string
required
Unique identifier used to trigger the response. Use lowercase, no spaces.Examples: welcome, business_hours, refund_policy
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content
text
required
The message template content. Can include:
  • Plain text
  • Multiple paragraphs
  • Links
  • Formatting (when using rich text editor)

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Best Practices

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Naming Short Codes

Choose short codes that clearly describe the content:Good:
  • welcome
  • business_hours
  • refund_policy
  • shipping_time
Avoid:
  • msg1, msg2
  • temp
  • xyz
Establish a naming convention for your team:
  • Use underscores: business_hours
  • Group by category: billing_refund, billing_invoice
  • Keep it short but meaningful
Stick to lowercase letters, numbers, and underscores:
  • support_hours ✓
  • Support Hours ✗
  • support-hours ✗
  • support.hours ✗

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Writing Effective Templates

Write templates that can be personalized:
Hi there!

Thanks for reaching out. I'd be happy to help you with [TOPIC].

[Add specific details here]

Let me know if you have any questions!
Create variations for different scenarios:
  • welcome_new - For first-time customers
  • welcome_returning - For returning customers
  • followup_day1 - One day after initial contact
  • followup_week1 - One week follow-up
  • Focus on one topic per response
  • Use clear, simple language
  • Break long responses into multiple templates
  • Remove unnecessary words
Help customers know what to do next:
Your refund has been processed.

You should see the funds in your account within 5-7 business days.

If you don't see the refund after 7 days, please reply to this conversation.

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Common Use Cases

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Greetings and Welcomes

Welcome to our support team! How can we help you today?

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Business Information

Our business hours are:

Monday - Friday: 9 AM - 6 PM EST
Saturday: 10 AM - 4 PM EST
Sunday: Closed

We'll respond to your message during our next business hours.

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Common Questions

Shipping times vary by location:

- Domestic: 3-5 business days
- International: 7-14 business days

You'll receive a tracking number once your order ships.

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Handoffs and Transfers

I'm transferring your conversation to our billing team. They'll be able to help you with this right away.

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Managing Canned Responses

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List All Responses

curl -X GET \
  https://app.chatwoot.com/api/v1/accounts/{account_id}/canned_responses \
  -H 'api_access_token: YOUR_ACCESS_TOKEN'

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Search Responses

Search by short code or content: 
curl -X GET \
  'https://app.chatwoot.com/api/v1/accounts/{account_id}/canned_responses?search=refund' \
  -H 'api_access_token: YOUR_ACCESS_TOKEN'

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Update Response

curl -X PATCH \
  https://app.chatwoot.com/api/v1/accounts/{account_id}/canned_responses/{id} \
  -H 'api_access_token: YOUR_ACCESS_TOKEN' \
  -H 'Content-Type: application/json' \
  -d '{
    "short_code": "welcome",
    "content": "Updated welcome message"
  }'

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Delete Response

curl -X DELETE \
  https://app.chatwoot.com/api/v1/accounts/{account_id}/canned_responses/{id} \
  -H 'api_access_token: YOUR_ACCESS_TOKEN'

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Search Functionality

Canned responses are searchable by:
  1. Short code - Highest priority
  2. Content - Searches within message text

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Search Ranking

Results are sorted by relevance:
  • Short code starts with search term (highest)
  • Short code contains search term
  • Content contains search term (lowest)
Choose short codes that match common search terms your team will use.

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Organization Strategies

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By Category

Group related responses:
  • billing_* - All billing-related responses
  • technical_* - Technical support
  • product_* - Product information
  • shipping_* - Shipping and delivery

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By Frequency

Create shorter codes for frequently used responses:
  • hi - Common greeting
  • ty - Thank you
  • hours - Business hours
  • help - How we can help

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By Agent Role

Tailor responses to specific roles:
  • sales_* - Sales team responses
  • support_* - Support team responses
  • billing_* - Billing team responses

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Advanced Tips

Format your canned responses for better readability:
  • Use bold for emphasis
  • Create bullet lists
  • Add numbered steps
  • Include links
Use placeholders for common personalizations:
Hi [NAME],

Your order #[ORDER_NUMBER] has been shipped!
Replace brackets when using the template.
  • Document available canned responses
  • Train new agents on shortcodes
  • Review and update regularly
  • Get feedback from your team
  • Remove outdated responses
  • Update with current information
  • Consolidate similar responses
  • Track usage to identify gaps

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Validation Rules

  • Short codes must be unique within an account
  • Both short code and content are required
  • Short codes are case-insensitive
  • Content cannot be empty

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