> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatnorris.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Canned responses

> Insert texts your team repeats often when replying to a conversation, with a shortcut or a button.

# Canned responses

Canned responses are texts your team repeats often. Each agent has its own, and whoever handles a conversation inserts them into the message without typing them again.

## Create a response

Go to `Agents → [your agent] → Settings → Canned responses`. Only the owner and admins can create, edit or delete them.

Each response has a title, a body of up to 2,000 characters and, if you want, a shortcut. The shortcut:

* Is written without the slash: `greeting`, and when replying you type `/greeting`.
* Can have letters, numbers, hyphens and underscores, up to 50 characters. Capital letters and accents are converted: `Envíos` becomes `envios`.
* Can't be repeated within the same agent.

## Use it when replying

It works in Conversations and in the mobile inbox. There are two ways to open the list:

* **With the keyboard:** type `/` at the start of the message or after a space, and keep typing to filter by shortcut or title. Move with the arrow keys, insert with `Enter` or `Tab` and close with `Esc`.
* **With the button:** tap the bookmark icon next to the message, search if needed and pick a response.

The text stays in the message so you can review it. It's only sent when you send it.

If you type something that starts with `/` and doesn't match any response, `Enter` sends it as a normal message.

> [!NOTE]
>
> Operators limited to some agents only see the responses of those agents. Google reviews are answered with their own flow and don't use canned responses.

## Variables

Variables like `{{contact_fname}}` aren't replaced yet when you insert the response. If the message contains one, you'll see a notice: change it by hand before sending, because the visitor would receive the text as is.

## Messages outside the 24-hour window

A canned response is sent like any other message from your team. WhatsApp, Instagram and Messenger only accept free-form messages during the 24 hours after the customer's last message, and after that they may reject it.


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