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Business SMS: Canned Responses

Business SMS: Canned Responses

Canned Responses are pre-written messages that can be quickly inserted into conversations, used as Away Messages, or automatically sent when specific keywords are received.

They help save time, maintain consistency, and ensure customers receive accurate information when responding to common questions.

What Are Canned Responses?

A Canned Response is a reusable message template that can be inserted into conversations without having to type the same response repeatedly.

Common examples include:

  • Office hours and availability
  • Appointment confirmations
  • Directions to your office
  • Billing information
  • Frequently asked questions
  • Vacation or holiday notices

Creating a Canned Response

  1. Navigate to the Canned Responses section.
  2. Click Add New Response.
  3. Enter a name for the response.
  4. Enter the message content.
  5. Complete any optional settings if desired.
  6. Click Add/Edit Canned Response to save.

Your new response will immediately be available for use.

Editing a Canned Response

  1. Select the canned response from the list.
  2. Modify the name, message, or settings.
  3. Click Add/Edit Canned Response to save your changes.

Using a Canned Response in a Conversation

  1. Open a conversation.
  2. Click the double-arrow icon in the message composer.
  3. Select the desired canned response.
  4. The message will be inserted into the text box.
  5. Make any necessary edits.
  6. Click Send.

Responses are not sent automatically when selected, allowing you to review or customize the message before sending.

Creating Automatic Keyword Replies

Canned Responses can be configured to automatically reply when a specific keyword is received.

For example:

  • Keyword: HOURS
  • Response: Our office is open Monday through Friday from 8:00 AM to 5:00 PM.

Setting Up a Keyword Reply

  1. Create or edit a canned response.
  2. Enter the desired keyword in the Auto-Reply to Keyword field.
  3. Save the response.

When a contact sends that exact keyword, the response will be sent automatically.

Using a Canned Response as an Away Message

Canned Responses can also be designated as Away Messages.

  1. Create or edit a canned response.
  2. Enable the Is Away Message option.
  3. Save the response.

The response will then be available from the Away Message selection menu.

Deleting a Canned Response

  1. Select the canned response you wish to remove.
  2. Click Delete Response.
  3. Confirm the deletion.

Warning: Deleted canned responses cannot be recovered.

Examples of Useful Canned Responses

Office Hours

Thank you for contacting us. Our office is open Monday through Friday from 8:00 AM to 5:00 PM. We will respond as soon as possible.

Appointment Confirmation

Thank you for your message. We have received your appointment request and a member of our team will contact you shortly.

Directions

Thank you for reaching out. Our office is located at [Insert Address]. Please let us know if you need additional directions.

Best Practices

  • Keep responses clear and professional.
  • Review canned responses regularly for accuracy.
  • Use descriptive names to make responses easy to find.
  • Avoid including sensitive or confidential information.
  • Personalize messages when appropriate before sending.

Need Help?

If you need assistance creating or managing Canned Responses in Business SMS, please contact Nextgen Solutions support.