Canned responses
Canned responses that still sound like you
Save the answers you type every day and insert them with one click in chats and tickets. The customer’s first name is filled in for you.
⚡ In 30 seconds
- Canned responses (we call them saved replies) are ready-made answers you insert with one click.
- They work in the live chat inbox and on help desk tickets.
- Write {name} and it becomes the customer’s first name.
- Shared by your whole team, up to 200 replies.
- Edit the first line before sending so it fits the question. Tips →
- Free to start: 2 websites and 100 visitors per website every month, no credit card.
The problem
The cost of typing the same answer
Five common questions, twenty times a day each, adds up to hours.
Slow replies
Visitors wait while you type the delivery policy for the fifth time today.
Different answers
Each teammate explains returns a little differently.
Typos and mistakes
Wrong prices or old timings slip into rushed replies.
Slow onboarding
New staff don’t know the right answers yet.
Boring work
Repeating yourself all day wears people out.
Robotic copy-paste
Pasted text from a document sounds cold and generic.
What you get
How saved replies work
One click
Pick a reply from the button next to the message box in the inbox or on a ticket.
First name included
Write {name} and it becomes the customer’s first name, or disappears if you don’t know it.
Shared by the team
Everyone uses the same, correct answers.
Edit before sending
The reply goes into the message box, not straight to the customer.
Chats and tickets
The same replies work in live chat and in the ticketing system.
Pairs with the AI Agent
Let the AI Agent answer the most common questions on its own.
Setup
Set up in three steps
About ten minutes.
1
List your top questions
Scroll back through a week of chats and note the ten you answer most.
3
Use them
Press the saved replies button in the inbox or on a ticket and pick one.
Copy and paste
30 canned responses you can use today
Change the details to match your business.
| Situation | Reply | Tip |
|---|---|---|
| Greeting | Hi {name}! Thanks for writing in. How can I help? | Use when the first message is just “hi” |
| Checking | Good question. Give me a minute to check that for you. | Never leave a chat silent |
| Order number | Could you share your order number? I’ll look it up. | |
| Delivery time | Orders arrive in 3 to 5 working days. You’ll get a tracking link by email. | |
| Tracking | You can track your order with the link in your SMS or email. | |
| Late delivery | Sorry for the wait, {name}. I’m checking with the courier and will update you today. | Make a ticket so you remember |
| Returns | You can return items within 7 days. We pick them up for free. | |
| Refund timing | Refunds reach your account 5 to 7 working days after we receive the item. | |
| Payment options | We accept UPI, cards, net banking and COD. | |
| Payment failed | If money was deducted but the order failed, it is returned automatically within 5 to 7 days. | |
| Discount | Use code WELCOME10 for 10% off your first order. | |
| Out of stock | It’s out of stock right now. Leave your email and we’ll tell you when it’s back. | |
| Size help | This style runs slightly loose. If you’re between sizes, pick the smaller one. | |
| Opening hours | We’re open Monday to Saturday, 10 am to 7 pm. | |
| Location | We’re at 12 MG Road, Pune. Here’s the map: (link) | |
| Price list | Here is our price list: (link). Happy to help you choose. | |
| Demo or callback | Share your phone number and a good time, and we’ll call you. | |
| Bulk order | We offer special prices for 50+ units. How many do you need? | |
| Escalation | I’m passing this to my manager, who will reply by email today. | |
| Complaint | I’m really sorry about this, {name}. Let’s fix it. | Then ask for details |
| Need email | Could you share your email? We’ll send the details there. | |
| After hours | We’re closed now, but we’ll reply first thing tomorrow. | |
| Busy | We’re busier than usual. Thanks for your patience, I’ll be with you shortly. | |
| Feature request | Great idea! I’ve passed it to our team. | |
| Login help | Try “Forgot password” on the login page. The email arrives within a minute. | |
| Invoice | Your invoice is attached to your order email. Need a GST invoice? Share your GST number. | |
| Confirm solved | Does that answer your question? | |
| Anything else | Is there anything else I can help with? | |
| Thanks | Thanks {name}, have a great day! 🙂 | |
| Review request | Glad we could help! Would you mind leaving us a quick review? (link) | Only after a happy chat |
Good practice
Canned response do’s and don’ts
✅ Do
- Keep each reply short and specific
- Use {name} in greetings and apologies
- Edit the first line to answer the actual question
- Update replies when prices or policies change
- Give replies clear titles your team can find
🚫 Don’t
- Paste three replies in a row
- Use a canned apology for a serious complaint
- Keep outdated prices in saved replies
- Write in a different tone from your chats
- Use canned replies to avoid reading the question
Canned responses: FAQ
What are canned responses?
Pre-written answers to common questions that you insert into a chat or email instead of typing them each time. LiveChatBot calls them saved replies.
Are canned responses bad for customer service?
Not if you use them for facts and personalise the first line. Customers get fast, correct answers.
Can I add the customer’s name?
Yes. Write {name} and it is replaced with their first name.
Do they work in the Android app?
Saved replies are in the web inbox and on tickets. Reply from any phone browser too.
How many can I save?
Up to 200 per account, shared by your team.
Related
Keep reading
Help desk
Turn questions that can wait into tickets answered by email. Learn more →
Sound human in chat
8 tips for friendly, natural replies. Read the tips →
AI Agent
Answer repeat questions 24/7 from your own content. Learn more →
Answer common questions in one click
Free to start. No credit card. Live on your website in about two minutes.