> ## Documentation Index > Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt > Use this file to discover all available pages before exploring further. # Canned Responses > Available on all Gallabox plans. > **Who can use this?** > > * All Gallabox users. > * Roles: Owners and Admins (and roles with the relevant permission) can create and manage shared responses. Agent role can use all responses and create personal responses. > * Plans: Available on all Gallabox plans. ## Plan Availability Available on all Gallabox plans. ## What are Canned Responses? Canned Responses are **pre-written message templates** that you and your team can access instantly while replying in WhatsApp or Web Chat — without typing from scratch each time. Instead of typing "Our shipping time is 3-5 business days and we offer free shipping on orders above \$50" every time a customer asks, save it as a canned response and insert it with two clicks. Canned responses support: * **Variables** — personalize with `{{contact.name}}`, `{{contact.email}}`, `{{contact.phone}}`, `{{user.name}}`, `{{user.email}}` * **Attachments** — include images, PDFs, or documents * **Buttons** — add quick-reply CTA buttons * **WhatsApp Forms** — embed a Flow for structured data collection * **Shared library** — team-wide responses that everyone can use * **Personal responses** — individual responses private to one agent ## Why Use Canned Responses? Canned responses solve three problems: 1. **Speed** — Insert a full response in seconds instead of typing it out every time 2. **Consistency** — Your whole team sends the same accurate information, not slightly different versions 3. **Personalization** — Variables make templated messages feel personal They're especially valuable for: * Support teams handling 50+ conversations a day * Sales teams sending the same pitch to multiple leads * Any team with frequently asked questions (shipping, pricing, hours, refund policy) ## Accessing Canned Responses There are two ways to use canned responses while in a conversation: 1. In the compose box, type `/` followed by the first few letters of the response name. 2. A dropdown appears showing matching responses. 3. Press `Enter` or click to insert. Example: Type `/ship` → shows "Shipping Times", "Free Shipping Policy", etc. 1. Click the **template/canned response** icon in the compose box toolbar. 2. Browse or search your team's shared library and personal responses. 3. Click to insert. ## Creating a Canned Response Go to **Settings → Canned Responses → Create Response**. 1. **Name** — a short, searchable name your team will recognize. E.g., "Shipping Times" not "Information about our shipping policy and timelines." 2. **Message body** — write the message. Use variables for personalization. **Example with variables:** ``` Hi {{contact.name}}! Thanks for reaching out. Here's what you asked about: Shipping: We deliver in 3–5 business days. Free shipping on orders above $50. Returns: We offer hassle-free returns within 30 days. Let me know if you have any other questions! — {{user.name}} ``` **Example with attachment:** Attach a PDF guide (e.g., a product catalog or return policy document) to the response. ## Advanced Features ### Buttons in Canned Responses Add clickable CTA buttons to a canned response — useful for sending links without cluttering the message text: ``` Hi {{contact.name}}! 👋 Here's the quick breakdown: • Track your order → [Link] • Start a return → [Link] • FAQs → [Link] Anything else I can help with? ``` When sent, these appear as tappable buttons in WhatsApp. ### WhatsApp Forms in Canned Responses Embed a WhatsApp Flow directly inside a canned response. Use this when you need to collect structured information (address, preferred date, etc.) without asking multiple questions in the chat. 1. Create the WhatsApp Flow first (see [WhatsApp Flows Overview](/whatsapp/flows)). 2. In the canned response, click **Add WhatsApp Form**. 3. Select the Flow. 4. The response will send the Flow card to the customer. ### Variable Reference Canned responses support user-specific variables in addition to the standard contact variables: | Variable | What it shows | | ---------------- | ------------------------------- | | `{{user.name}}` | Your name as the sending agent | | `{{user.email}}` | Your email as the sending agent | contact variables containing personal data (email, phone) are hidden if your role doesn't have PII read permission. For a full variable reference, see [Variables](/settings/variables). ## Managing the Shared Library As your team grows, a shared library of canned responses needs management: ### Organization tips * **Set a naming convention** — e.g., `[Support] Shipping: 3-5 days` or `[Sales] Pricing: Enterprise` so responses are grouped and searchable. * **Delete with care** — deleting a canned response is permanent. Remove responses that are no longer accurate or needed. ### Governance * **Owners and Admins (and roles with the relevant permission)** can create, edit, and delete shared responses for the whole team. * **Agent role** can create personal responses and use shared responses, but cannot edit shared responses. * **Regular audits** — review your canned response library every quarter. Remove outdated information, update prices or policies, and archive responses that are no longer relevant. **Pro tip:** When a support ticket reveals a question you don't have a canned response for — create one immediately after resolving the ticket. Your library grows organically this way, covering exactly the questions your team actually gets. ## Example **Scenario:** Your support team gets 30 messages a day asking about shipping times. Each agent types out the same response manually — taking 30 seconds each time. With a canned response, it takes 3 seconds. * **Name:** `Support: Shipping Times` * **Message:** ``` Hi {{contact.name}}! 👋 Here's our shipping info: • Standard delivery: 3–5 business days • Express delivery: 1–2 business days (additional $9.99) • Free shipping on orders above $50 You'll receive a tracking link via WhatsApp once your order ships. Anything else I can help with? — {{user.name}} ``` Agents type `/ship` in the compose box and hit Enter. The response inserts with the contact's name and agent's name filled in automatically. 3 seconds instead of 30. ## FAQs No — once a canned response is sent, it becomes a regular message and cannot be edited. If you sent incorrect information, send a follow-up message with the correction. To prevent errors, always preview the response (with variables filled in) before sending. Canned responses are available in WhatsApp and Web Chat conversations. They are not available in Instagram conversations. | | Canned Response | WhatsApp Template | | ------------------- | ------------------------------------- | -------------------------------------------------------- | | **Used for** | Replies within an active conversation | Initiating a new conversation outside the 24-hour window | | **Approval needed** | No | Yes — must be approved by Meta | | **Variables** | Yes | Yes | | **Channel** | WhatsApp and Web Chat | Out-of-session (WhatsApp) | | **Access** | Instant, from compose box | Must select from approved templates | No — canned responses are designed for human agents in the compose box. For automated messages in bot flows, use the message nodes in the Bot Flow Builder or pre-approved WhatsApp templates. ## Related Articles * [Variables Reference](/settings/variables) — Full list of variables available in canned responses * [WhatsApp Templates Overview](/whatsapp/templates/overview) — Template messages for out-of-session outreach * [Optimize Your Inbox](/conversations/optimize-inbox) — Using canned responses as part of your inbox workflow