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How Administrators Create and Manage Canned Replies

📚 Add-ons Integrations (Pro) 📚 Canned Replies

Administrators and users with the required permissions can create, edit, activate, deactivate, and delete canned replies from WordPress admin.

Canned replies are managed under:

Smart Support → Canned Replies

Open the Canned Replies screen

  1. Go to Smart Support → Canned Replies.
  2. Review the reply list.
  3. Click Add New to create a reply.
  4. Click Edit on an existing reply to update it.

The list shows details such as:

  • Title
  • Category
  • Tags
  • Status
  • Created date
  • Actions

Create a new canned reply

  1. Go to Smart Support → Canned Replies.
  2. Click Add New.
  3. Complete the reply fields.
  4. Click Add Canned Reply.

Canned reply fields

Field Description
Title Required. The name shown to agents in the modal.
Category Optional. A free-text group used for filtering.
Tags Optional. Comma-separated labels used for filtering.
Container color Optional. Sets the visual color of the reply tile in the modal.
Reply content Required. The message inserted into the ticket editor.
Lock content Marks the reply as locked. Intended for wording that should not be changed.
Active Controls whether the reply appears to agents.

Example titles

Good canned reply titles should be short and easy to recognize.

Examples:

  • Password reset steps
  • Refund policy explanation
  • Ticket escalated to technical team
  • Follow-up after no response
  • Feature request received
  • Closing confirmation

Edit a canned reply

  1. Go to Smart Support → Canned Replies.
  2. Click the reply title or Edit.
  3. Update the fields.
  4. Click Update Canned Reply.

Deactivate a canned reply

Use deactivate when you want to hide a reply without deleting it.

Action Result
Deactivate Hides the reply from the agent modal
Activate Makes the reply available again
Delete Permanently removes the reply

Delete a canned reply

  1. Go to Smart Support → Canned Replies.
  2. Click Delete on the reply row.
  3. Confirm the deletion.

Deleting a canned reply permanently removes it and its related permission rows.

Organize replies

The add-on supports three main organization tools:

Tool Purpose
Category Groups replies into a single filterable category
Tags Adds multiple filterable labels
Color Helps visually distinguish reply tiles

Categories are free-text values. They are not automatically connected to Smart Support departments or products.

Placeholders and variables

The add-on stores static reply content.

It does not provide built-in merge tags such as:

{customer_name}
{ticket_id}
{agent_name}

If you use placeholder-style text in a canned reply, agents must replace it manually before sending.

Best practices

Start with a small library of high-volume replies. Use clear titles, organize by category, and review templates regularly.

For policy-sensitive replies, use locked content as a team guideline and train agents not to change approved wording unless permitted.

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