In short
A canned response is a pre-written reply that a support agent inserts and edits instead of typing the same answer again. Good ones are short, polite and specific, and always personalised before sending. Keep a small shared library for the questions you answer every day, and review it every quarter.
Opening a conversation
The first reply sets the tone.
Hi [Name], thanks for getting in touch. I'm [Agent] and I'll help you with this.
First reply.
Thanks for contacting [Company]. I'm looking into this now and will be back with you shortly.
When you need a moment to read the details.
Hi [Name], thanks for your patience. I have your details in front of me. Let me check and get right back to you.
When picking up a conversation from a colleague.
Asking for more information
Ask for exactly what you need, once.
To help with this, could you tell me [what you need]? That will let me check it straight away.
A clear request for one detail.
Could you send a screenshot of what you see? It helps me find the cause faster.
Technical or display problems.
Thanks. So I can find your order, could you share the order number or the email address you used?
Order enquiries. Never ask for passwords or full card numbers.
Which device and browser are you using, and what happens when you try again?
Troubleshooting website issues.
Asking people to wait
Say what you are doing and when they will hear back.
Thanks for waiting, I'm still checking this. I'll update you again in [time].
Longer checks.
I need to check this with the [team] team. I'll come back to you by [time] with an answer.
Handing a question to a colleague.
I'm sorry for the delay. I've now looked into it and here is what I found.
After a slow response.
Orders and delivery
The most common questions for shops.
Your order [number] was sent on [date] and should arrive by [date]. Here is the tracking link: [link].
Where is my order.
I'm sorry your order hasn't arrived. I've asked the carrier to look into it and will update you by [time].
Late deliveries.
You can return an item within [number] days of delivery. Here is how: [steps or link].
Return requests.
I've started the exchange for you. You'll receive a label by email within [time].
Exchanges.
Billing and refunds
Be clear, never vague, about money.
I can see the charge of [amount] on [date] for [reason]. I'm happy to explain it.
Questions about a charge.
I've issued a refund of [amount]. It usually takes [number] working days to appear, depending on your bank.
After a refund.
I'm sorry for the mistake. I've corrected the invoice and sent you the new one.
Billing errors.
I can't change this myself. I've passed it to our billing team and they will reply by [time].
When you need approval.
Technical problems
Steps, in order, with an easy way out.
Let's try a few quick steps: 1) [step], 2) [step], 3) [step]. Let me know what happens.
Standard fixes.
Thanks for the details. I can reproduce this and have passed it to our technical team. I'll update you by [time].
A confirmed bug.
This is fixed now. Could you try again and tell me if it works?
After a fix.
That feature isn't available yet. I've noted your request and passed it to the team.
Feature requests.
Apologising
Sincere, specific and short.
I'm sorry about this, it isn't the experience we want you to have. Here is what I'm doing to fix it.
A clear failure on your side.
I understand how frustrating this is. Thanks for explaining it so clearly. Let me sort this out.
An upset customer.
I'm sorry for the confusion. Let me explain it more clearly.
When your instructions were unclear.
Saying no kindly
Explain why, then offer what you can do.
I'm sorry, we can't do that because [reason]. What I can do is [alternative]. Would that help?
Declining a request.
That is outside what we can help with, but [company or resource] may be able to. Here is a link: [link].
Out-of-scope questions.
Closing a conversation
Check they are happy, then close.
Is there anything else I can help with today?
Before closing.
Glad I could help, [Name]. If anything else comes up, just write back here and we will pick it up.
Closing a resolved chat.
I'll close this conversation now. If you need more help, reply and it will reopen automatically.
Closing with a clear next step.
Thanks for your time. If you have a moment, we'd love your feedback on how we did.
Asking for a rating.
Outside your hours
Honest and helpful.
Thanks for writing. We are closed now and will reply on [day] by [time].
Out-of-hours auto reply.
We have your message. If it's urgent, please [urgent option]. Otherwise we will be in touch tomorrow.
Overnight.
How to use them well
- Always personalise
- Add the customer's name and one detail from their message before sending. A canned response sent unchanged is easy to spot and feels cold.
- Keep a small, shared library
- Thirty to fifty good answers beat three hundred nobody can find. Name them clearly and let the whole team use the same set. Frosvo has a shared replies library with shortcuts, and macros that also tag, assign and set a reminder.
- Never use them for sensitive cases
- A complaint, a cancellation or a safety issue needs a human reply written for that person.
- Review them every quarter
- Prices, policies and links change. Out-of-date canned responses cause more tickets than they save.
- Check the answer is still true
- Before you save a response, read it as the customer. If it could be misunderstood, rewrite it.
Use them in Frosvo
Save the ones you like as shared replies for your whole team, add a shortcut, and insert them in a click. Frosvo's free plan includes live chat on one website and the shared inbox.
Frequently asked questions
What are canned responses?
Canned responses, also called saved replies or macros, are pre-written answers an agent inserts into a conversation and edits before sending. They save time on questions you answer every day, keep answers consistent across the team, and let new team members give good replies from their first day.
Do canned responses sound robotic?
They can, if they are sent unchanged. Write them in a natural voice, keep them short, and always add the customer's name and one detail from their message before you send. Used that way, customers cannot tell the difference and still get a fast, accurate reply.
How many canned responses do I need?
Thirty to fifty is plenty for most teams. Start with the ten questions you answer most, add one whenever you type the same answer a third time, and delete any that nobody has used in three months. A small library the team trusts is better than a huge one nobody searches.
Can I share canned responses with my team in Frosvo?
Yes. Frosvo has a shared replies library the whole team can use, with approved wording and shortcuts, and action macros that can also tag, assign, add a reminder or send a reply in one click. Inserting a shared reply puts it in your reply box as a draft, so you can edit it first.