Glossary
A pre-written reply that agents can insert with one click to answer common questions quickly.
A canned response is a saved, reusable message that support or sales agents can drop into a conversation instantly. It saves typing the same answers repeatedly and keeps wording consistent across the team.
Canned responses differ from full automation: a human chooses when to send them, often after reviewing context. They are ideal for nuanced situations where a person should stay in control but still answer fast.
Good canned-response libraries are organised by topic and personalised with variables like the customer's name or order number.
Canned responses cut handling time and keep messaging consistent without removing the human touch.
Defuser AI's Unified Inbox supports quick-insert canned responses for your agents — see the unified inbox.
A pre-written reply that agents can insert with one click to answer common questions quickly.
Canned responses cut handling time and keep messaging consistent without removing the human touch.
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