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Canned Responses

Pre-written responses for faster, consistent replies

Canned Responses are pre-written message templates that help your team respond faster while maintaining consistency. They also power Bramble AI's response suggestions.

Overview

Benefits of using canned responses:

  • Speed - Reply in seconds instead of minutes
  • Consistency - Same quality across all agents
  • Accuracy - Pre-approved answers reduce errors
  • Training - New agents learn from best practices
  • AI Integration - Bramble AI uses them for suggestions

Creating Canned Responses

  1. Go to Settings → Canned Responses
  2. Click New Response
  3. Fill in the details:
    • Name - Descriptive title
    • Shortcut - Quick trigger (e.g., "refund")
    • Category - Organize by topic
    • Content - The message text
  4. Click Save

Using Canned Responses

In the Composer

  1. Start typing in the message composer
  2. Type / to open the canned response menu
  3. Search by name or shortcut
  4. Press Enter to insert
  5. Edit as needed before sending

Keyboard Shortcut

Type /shortcut directly to insert a specific canned response. For example, /refund inserts your refund response.

Variables

Use variables to personalize responses automatically:

Variable Description
{{contact.name}} Customer's full name
{{contact.first_name}} Customer's first name
{{contact.email}} Customer's email address
{{company.name}} Customer's company name
{{agent.name}} Your name
{{agent.first_name}} Your first name

Example

Hi {{contact.first_name}},

Thanks for reaching out! I'd be happy to help with your question about {{company.name}}'s account.

Best,
{{agent.first_name}}

Categories

Organize responses into categories for easy browsing:

  • General
  • Billing
  • Technical Support
  • Onboarding
  • Feature Requests

Bramble AI Integration

Canned responses are indexed for Bramble AI:

  • AI suggests relevant canned responses
  • Bramble can use them to draft replies
  • Ensures AI responses match your voice

Learn more about Bramble AI →

Best Practices

  • Keep them updated - Review quarterly for accuracy
  • Use clear names - Make them easy to find
  • Short shortcuts - Use memorable, brief shortcuts
  • Personalize - Use variables, don't be robotic
  • Leave room - Let agents customize for context

Importing Responses

Import canned responses from CSV:

  1. Go to Settings → Canned Responses
  2. Click Import
  3. Upload CSV with columns: Name, Shortcut, Category, Content
  4. Review and confirm import