In this guide, you’ll learn how to use and create Canned Replies with Inbox.

Canned Replies is an Inbox feature that allows you to set up automatic responses — which work as templates — for incoming messages. Agents will be able to pick the reply from a drop-down, saving them time in resolving tickets.

How to create Canned Replies?

• Keep in mind that only managers can create Canned Replies. Go to inbox.messagebird.com, tap Settings on the side navigation, select Canned Replies from the sub-navigation and click Add canned reply. This will take you to the following modal:

• Pick an existing category from the drop-down menu, or add a new category. For our example, we’ll create the category welcome_inquire. 

• Enter a Name — make the name as descriptive as possible, so your team can choose the right canned reply. For our example, we’ll name the canned reply, Welcome_helpcenter.

• Enter the response in the Reply Text field. For our example, it will be: Welcome to Inbox {name}! Thanks for reaching out! What seems to be the problem? We might take a while to respond, so in the meantime, feel free to visit our Help Center; that might answer your question already!“

• Click Save when you’re finished.

• Your new canned reply will be automatically added to your Overview.

• And that’s it! Now you know how to create Inbox Canned Replies.

How to use Canned Replies?

• In the client’s conversation, tap the + sign next to the attachment icon. This will display all possible Canned Replies. 

• Select the Canned Reply you want. For our example, we’ll choose Welcome_helpcenter.  

• Enter the Canned Reply accordingly. For our example, we’ll replace the custom field {name} for the name of the client. When you’re ready and tap Send.

• And that’s it! Now you know how to use Inbox Canned Replies.