--- title: "Canned Responses & Saved Replies for Customer Support | ThriveDesk" canonical: "https://www.thrivedesk.com/features/canned-responses/" author: ThriveDesk description: "Save your best answers once and reuse them with a “/” shortcut. ThriveDesk fills in the customer’s name and details automatically, so your team stops re-typing the same reply." categories: [page] --- # Reply in seconds, not minutes Save your best answers once and reuse them in a keystroke. Instead of re-typing the same reply for the tenth time this week, you pull it up, personalize it, and send. - Drop in a full reply with a “/” shortcut - Merge variables fill in the name and order details - One shared library the whole team pulls from [Start free trial](https://app.thrivedesk.com/auth/register) 7-day free trial · No card required Loved by 2,000+ startups Trusted by 2,000+ growing teams 4.9 / 5.0 G2 reviews Why saved replies? ## Stop typing the same answer twice Most tickets are versions of the same handful of questions. Canned responses let you answer them in a keystroke, so you’re not re-typing the same reply all day and your team has time for the conversations that actually need a person. Reply faster ## Insert a saved reply in a keystroke While you’re writing, type “/” to pull up your library, search by name or shortcut, and drop the full formatted reply into the editor. Personalize it, then send — without leaving the reply you’re working on. - Type “/” to search every saved reply by name or shortcut - Merge variables fill in the name and order details for you - Rich text, links, and images come through exactly as you saved them - Edit before you send — a template is a starting point, not a script Built for speed ## Everything you need to answer faster Save a reply once, personalize it as you send, sort your library, and share it with the team. The answers you send most are always a shortcut away. ### Insert with a shortcut Type a “/” shortcut and the full formatted reply drops into the editor. No hunting through a doc, no copy-paste. ### Personalize every reply Merge variables pull in the customer’s name and order details, so a saved reply doesn’t read like a saved reply. ### Organize your library Group replies into categories so the one you need is a search away, not buried at the bottom of a list. ### Share with your team Build one library everyone works from, so a new hire answers the same way your senior agent does. Loved by founders ![weDevs logo](https://www.thrivedesk.com/_astro/wedevs-logo-colored.CZ1zsiJa.svg) > “ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ” ![Nizam Uddin](https://www.thrivedesk.com/_astro/nizam.B0IpOeXM.jpg)Nizam Uddin CEO, weDevs ![Brainstorm Force logo](https://www.thrivedesk.com/_astro/surecart-logo.CyVpCQv8.svg) > “ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ” ![Sujay Pawar](https://www.thrivedesk.com/_astro/sujay-pawar.S_zk3sed.jpg)Sujay Pawar CEO, Brainstorm Force ![Themefisher logo](https://www.thrivedesk.com/_astro/themefisher-logo.iZiIHaeu.svg) > “ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ” ![Mehedi Hasan](https://www.thrivedesk.com/_astro/mehedi.CxiVuND-.jpg)Mehedi Hasan CEO, Themefisher ![Themesgrove logo](https://www.thrivedesk.com/_astro/tg_logo.mI64JEaF.png) > “ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ” Mohammad Zannatun Nime Support Executive, Themesgrove ![Sigmative logo](https://www.thrivedesk.com/_astro/sigmative-logo.DGIzEm09.svg) > “ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ” ![Selim Rana](https://www.thrivedesk.com/_astro/selim-rana.CQkT8t1-.jpg)Selim Rana Founder, Sigmative Muslims Day > “ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ” Abdullah Al H. CEO, Muslims Day Ready-made templates ## A saved reply for every question Give each reply a shortcut, drop in merge variables, and file it under a category. Here are a few your team can copy and adapt. ### Friendly greeting /hi Hi {{first\_name}}, thanks for reaching out! I’d be happy to help — give me one moment to look into this for you. Greetings 1 merge variable ### Refund policy /refund Hi {{first\_name}}, I’ve started a refund for order {{order\_id}}. You’ll see it back on your original payment method within 5–7 business days. Billing 2 merge variables ### Shipping update /shipping Good news {{first\_name}} — order {{order\_id}} is on its way! You can track it any time with {{tracking\_link}}. Orders 3 merge variables ### Wrapping up /bye Is there anything else I can help you with, {{first\_name}}? If not, have a wonderful day — we’re here whenever you need us. Closing 1 merge variable Who it’s for ## Saved replies for teams like yours Start with the templates that fit your team, then build out the rest of your library — all from the same shared inbox. Best for [Ecommerce](https://www.thrivedesk.com/industry/ecommerce/) Handle the where-is-my-order and how-do-I-return questions with a saved reply and a merge variable. View use case Best for [SaaS](https://www.thrivedesk.com/industry/saas/) Keep billing, onboarding, and bug-report answers accurate — even when three agents are covering the queue. View use case Best for [Digital Products](https://www.thrivedesk.com/industry/wordpress-products/) Reuse your best answers for licensing, downloads, and how-to questions instead of rewriting them. View use case Best for [B2B](https://www.thrivedesk.com/industry/b2b/) Give every account the same professional answer, whether it comes from you or a teammate. View use case Switching tools? ## Bring your saved replies with you Moving from another help desk? We migrate your contacts, tickets, threads, tags, and saved replies for you, without taking your support offline. Your team keeps every template it relies on from day one. [See all migrations](https://www.thrivedesk.com/migrate/) [Migrate from Intercom Escape per-seat pricing and unpredictable resolution fees.](https://www.thrivedesk.com/migrate/intercom/) [Migrate from Help Scout Keep the shared-inbox simplicity, get more for less.](https://www.thrivedesk.com/migrate/helpscout/) [Migrate from Zendesk Leave Zendesk’s complexity and cost behind.](https://www.thrivedesk.com/migrate/zendesk/) [Migrate from Freshdesk Coming soon](https://www.thrivedesk.com/contact/) Integrations ## Pull the right details into every reply Connect ThriveDesk to the ecommerce, billing, and product tools you already use, and merge variables can pull order numbers, plans, and account details straight into your saved replies. [Go to integrations](https://www.thrivedesk.com/integrations/) [Start free trial](https://app.thrivedesk.com/auth/register) Mobile apps ## Keep answering when you’re away from your desk You'll find all the features you love from ThriveDesk's web app on the mobile app — so the queue keeps moving wherever you are. - View, reply, and forward messages - Add notes - @Mention colleagues - Create, edit, and tag conversations - Manage the assignee - Collision detection [Download on the **App Store**](https://apps.apple.com/mt/app/thrivedesk/id1612184462) [GET IT ON **Google Play**](https://play.google.com/store/apps/details?id=com.thrivedesk) 12:38 Beacon A ### Welcome, Alamin Ahammed My tickets 6 open A ahammedalamin2002 7dys ago Active Normal hey Ahammed. Note from discord -- TEST RA rakibhossain 2mths ago Active Medium people outside ThriveDesk won't know about the updated su… This is note @Alamin S Ahammed SUPPORT JN Jim Newaz 1yr ago Active Normal Test Subject This is test draft --Alamin Ahammed… SUPPORT EU Ekram Ullah 1yr ago Active Normal Another test email wow SUPPORT TN test null 1yr ago Active Normal testing the new editor sfsdf SUPPORT SM sarah.miller 5mths ago Active Medium Refund for duplicate charge Customer was billed twice in March SUPPORT DV dev.team 8mths ago Active Normal Webhook payload question Which events fire on ticket merge? TEST ## Frequently Asked Questions The common questions about canned responses and saved replies. Don’t see yours? [Talk to us](https://www.thrivedesk.com/contact/). ### What is a canned response? It’s a reply you write once and reuse — also called a saved reply or template. You store the answer to a common question and drop it in whenever that question comes up, instead of typing it out again. ### How do I insert a saved reply? While you’re composing, type “/” to open your library, search by name or shortcut, and pick one. The full formatted reply drops into the editor, ready to send or edit. ### Can saved replies be personalized? Yes. Merge variables like the customer’s first name, order ID, or tracking link fill in from the conversation, so the reply reads like you wrote it for that person. ### Are canned responses shared with my whole team? Yes. Build a shared library everyone can use, so answers stay consistent no matter who’s on the queue. Group them into categories to keep things easy to find. ### Can I still edit a reply after inserting it? Of course. A saved reply is a starting point — add a line, cut a paragraph, or change the tone before you hit send. ### Do saved replies support formatting, links, and images? Yes. Rich text, links, and images come through exactly as you saved them, so what goes out looks the way you built it. ### Can I import the saved replies from my old help desk? Yes. When you migrate to ThriveDesk we bring your saved replies over along with your contacts, tickets, and tags, so your team keeps the templates it already relies on. ### Is there a limit to how many canned responses I can create? Build as many as your team needs and organize them into categories. See the pricing page for the limits on each plan.