Canned responses

Canned responses are saved replies for questions you answer often. Instead of typing the same text again, you insert it with a short code.

Create a canned response

Go to Settings → Canned Responses → Add canned response.
Fill in the form:

Field	What to enter
Short code	A short, memorable word, such as `refund` or `hours`.
Message	The full reply text.

Click Submit.

Canned responses are shared across your account, so every agent can use them. Each short code must be unique.

Use a canned response in a conversation

Open a conversation and click in the reply box.
Type / followed by the start of the short code, for example /ref.
Choose the response from the list that appears.
Edit the text if you need to, then send.

Note: The / shortcut works in the Reply tab. It does not open the list while you are writing a Private Note.

Personalise with variables

Add variables to fill in details automatically. Wrap each variable in double curly braces. EngageOne replaces them with real values when the message is sent.

Hi {{contact.first_name}}, thanks for contacting us.
I'm {{agent.first_name}} and I'll help you with your order today.

Variable	Replaced with
`{{contact.name}}`	Contact's full name
`{{contact.first_name}}`	Contact's first name
`{{contact.last_name}}`	Contact's last name
`{{contact.email}}`	Contact's email
`{{contact.phone}}`	Contact's phone number
`{{contact.id}}`	Contact ID
`{{agent.name}}`	Your full name
`{{agent.first_name}}`	Your first name
`{{agent.last_name}}`	Your last name
`{{agent.email}}`	Your email
`{{conversation.id}}`	Conversation ID
`{{inbox.name}}`	Inbox name
`{{inbox.id}}`	Inbox ID

You can also use a contact or conversation custom attribute by its key:

Your plan is {{contact.custom_attribute.plan}}.
Order reference: {{conversation.custom_attribute.order_id}}

Note: If EngageOne can't find a value for a variable, it asks you to confirm before sending, so you can fix the message first.

Edit or delete a canned response

Go to Settings → Canned Responses.
Find the response. Use the search box to filter by short code or text.
Click Edit to change it, or Delete to remove it.

Tips

Keep short codes simple and lowercase so they are easy to remember.
Write responses in a friendly, neutral tone. Agents can personalise them before sending.
Review your list every few months and remove replies that are out of date.

Create a canned response

Use a canned response in a conversation

Personalise with variables

Edit or delete a canned response

Tips

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