# Canned Responses

Canned responses are reusable replies that agents can insert while answering customers. Use them for answers that should be fast, accurate, and consistent.

Good canned responses save time without sounding robotic. They should give agents a reliable starting point, not replace judgment.

## Create A Canned Response

Go to **Settings -> Canned Responses -> Add Canned Response**.

1. Add a short code agents can remember.
2. Write the response in plain language.
3. Include variables only when they make the reply more useful.
4. Save and test it inside a conversation.

Use names that describe the situation, such as `refund_timeline`, `order_number_needed`, or `business_hours`.

## Writing Guidelines

Keep responses:

* Specific enough to answer the question.
* Short enough for an agent to scan before sending.
* Friendly without unnecessary filler.
* Free of promises your team cannot keep.

Avoid long legal or policy blocks unless an agent genuinely needs to send them often.

## Agent Workflow

While replying to a conversation, agents can search for and insert a canned response. They should read it before sending and edit details when needed.

## Maintenance

Review canned responses regularly. Remove outdated policy, update product names, and merge duplicates. A small trusted library is more useful than a large stale one.

## Quality Check

If customers keep asking follow-up questions after receiving the same canned response, rewrite it. The best reusable reply reduces back-and-forth.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://developers.easydesk.live/feature-guides/canned-responses.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.