Canned replies and internal notes
Reviewed by Ahmed Mohamed · Oct 31, 20261 min read1 view
Short answer
Type / in the reply box to insert a saved reply. Switch to Note to write something only your team can see.
Create a canned reply
- 1Open Settings → Canned replies
- 2Click New reply
- 3Give it a short shortcut, for example shipping
- 4Write the text. Use variables like {name} for the customer's name
- 5Click Save
Internal notes
Click Note above the reply box. Notes are never sent to the customer. Type @ and a teammate's name to mention them — they'll get a notification.
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