Canned Replies are prewritten answers to commonly asked questions by your customers. Canned responses are a great way to make replying to customers more efficient for everyone. It also helps to keep the tone and language consistent between agents across all customer interactions.


Creating Canned Replies

Account admins can create canned replies under Settings > Conversations > Canned Replies. 

Click +Add Canned Reply and then give your reply a title, select or create a new category, and then compose your response in the text box. 

You can also organize your canned replies into different categories using the dropdown at the top.

Once you're finished click Save Canned Reply.

After saving, this canned reply is now available for everyone on your team to use when they are replying to a conversation in Groove. 

Using Canned Replies

To insert a canned reply in your response, click Insert Reply in the top, right corner of the reply editor. We'll suggest a list of canned reply categories, so you can select whatever reply works best. You can also type a keyword in the search bar to pull up your desired reply.

Deleting Canned Replies

To delete a canned reply, head back into Settings > Conversations > Canned Replies and click the trash can icon next to whichever reply you want to remove from your account. 

Be careful though, once you delete a canned reply it's gone for good.