# How to create and use Canned Replies

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](http://inbox.messagebird.com/), tap **Settings** on the side navigation, select [Canned Replies](https://inbox.messagebird.com/manager/canned-replies) from the sub-navigation and click **Add canned reply**. This will take you to the following modal:

<figure><img src="/files/gBQKwbta7xhCWXp6XrYJ" alt=""><figcaption></figcaption></figure>

* Pick an existing category from the drop-down menu, or **add a new category**. For our example, we’ll create the category **welcome\_inquire**.&#x20;
* * 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.

<figure><img src="/files/WhCozMeorfnxZrbyfDfX" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/KPnzH1iQPKhvcdv2nvm7" alt=""><figcaption></figcaption></figure>

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

### Using Canned Replies

In this guide, you’ll learn how to use 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, saving them time in resolving tickets.

<figure><img src="/files/hvhEQHG3ZtvaVCP5uZ7o" alt=""><figcaption></figcaption></figure>

#### &#x20;

#### Sending a canned message

Here's how to view and send Canned Replies when you're working on a ticket.

1. **Click** the Canned Replies icon, just to the right of the '+' symbol. The Canned Reply categories will be displayed in a panel on the right-hand side of your screen.<br>

   <figure><img src="/files/VxbDDiKRqED8bsSydoa9" alt=""><figcaption></figcaption></figure>
2. **Click** on the relevant Canned Reply category to expand it. <br>

   <figure><img src="/files/ZZro6zAPaVSmQen6Igsw" alt=""><figcaption></figcaption></figure>
3. Every Canned Reply in that category will be displayed. **Click** on the one that you want to use.<br>

   <figure><img src="/files/KfJNktJ6iRqF0L4cJDP4" alt=""><figcaption></figcaption></figure>
4. The Canned Reply will be automatically pasted into the conversation, ready for you to review before sending! If there is placeholder text in the template, such as {name}, make sure that you **manually replace this** with the information of the customer that you are talking to.<br>

   <figure><img src="/files/j0864GtkKKUf5xm4PrGH" alt=""><figcaption></figcaption></figure>
5. When you've reviewed your message and you're ready to send it to your customer, **click** Send!
6. To close the Canned Replies panel, **click** on the canned replies icon again. The panel will also close automatically if you navigate to a different screen.

&#x20;

#### Keyboard shortcuts

To access the Canned Reply panel quickly, you can use the following keyboard shortcuts:

* On Apple computers, use **Cmd+K**
* On Windows systems, use **Ctrl+K**

From the search box, you can **click** the **Esc** key to close the Canned Replies panel.

&#x20;

#### The search function

If you have a lot of Canned Replies, use the search function to find the one that you need! Follow these steps to search Canned Replies when you're working on a ticket:

1. **Click** the Canned Replies icon. All of the canned reply categories will be displayed in the panel on the right-hand side of your screen.
2. In the search box, start typing a keyword or title of the Canned Reply that you're looking for.<br>

   <figure><img src="/files/kOradze4oUPEVDiN2xmx" alt=""><figcaption></figcaption></figure>
3. As you type, the list of Canned Replies will automatically start to filter down results to match the keyword or title that you're searching for.
4. **Click** on the Canned Reply that you want to use, then follow from step 4 in the 'Sending a canned message' section.


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