Canned replies
Saved answers your team can drop into a live chat with a keystroke.
A canned reply is a saved message with a shortcut. In a live chat, type / and the list appears; keep typing to filter it.
In the panelOperationsCanned replies
Creating one
- Open the canned replies panel and choose New template.
- Give it a name and a short shortcut — the shortcut is what you type after the slash.
- Write the message.
- Save. It is available to everyone in the clinic immediately.
Example
The four most clinics start with
- /park — where to park and which entrance to use
- /docs — what to bring to a first appointment
- /late — what happens if they are running late
- /callback — asking for a number and a good time to call
Canned replies versus locked answers
They look similar and do opposite jobs.
| Canned reply | [Locked answer](/help/assistant/locked-answers) | |
|---|---|---|
| Sent by | A person, deliberately | The assistant, automatically |
| When | You are in a live chat | A patient message matches a trigger |
| Editable before sending | Yes — it is a starting point | No — that is the point |
| Good for | Things you type often | Things that must be exact |
Tip
If you find your team using the same canned reply several times a day, that question probably belongs in the FAQ too — then the assistant answers it and nobody has to type the slash at all.
Common questions
- Are canned replies per person or per clinic?
- Per clinic. One person writing a good one improves the whole front desk.
- Can I edit the text after inserting it?
- Yes. It drops into the message box as ordinary text — add the patient's name, cut the bit that does not apply.