Canned responses

Canned responses (called quick replies in the inbox) are saved messages your team can insert into a chat without typing. They keep answers consistent and cut the time it takes to reply to common questions.

Use a canned response

1. Open a chat in Chat.
2. Click the Quick replies icon in the message box, or type /.
3. Search by name or text, or tap a category to filter.
4. Click the reply you want.

The message is placed in the message box, so you can change it before you send.

Variables

A canned response can include placeholders that LoopChat fills in from the contact as you insert it:

Placeholder	Replaced with
{{contact_name}}	The contact’s name, or there if no name is saved
{{phone_number}}	The contact’s phone number

So a saved reply like:

Hi {{contact_name}}, thanks for getting in touch. Could you confirm your order number?

arrives in the message box already addressed to the person you’re talking to.

Note

If the contact has no name, {{contact_name}} becomes there, so the sentence still reads well.

Create and edit canned responses

You can manage them in two places:

• In the inbox: open the quick replies list and click Manage Quick Replies. The Canned Responses panel opens beside the chat.
• In Settings → Canned Responses.

Click Add New Canned Response and fill in:

Field	Notes
Name	Required. A short title your team will search for
Content	Required. The message itself, with any placeholders
Category	Optional. Groups replies so they’re easy to filter
Shortcut	Optional. A short word to find the reply quickly

Each saved reply has Edit and Delete.

Categories

Every category you use appears as a filter above the list. Categories are what keep a long list usable in the middle of a conversation, so group replies by topic, such as Delivery, Returns or Payments.