How to create and use canned responses

Overview

Canned responses are your saved responses to common questions. They allow you to respond faster to inbound messages, lessen the repetitive nature of replying to frequently asked questions, and for your team to have a unified voice in what you tell your customers.

Front allows you to create individual and team canned responses. Individual canned responses are visible to only you, and team canned responses can be visible to your teammates on the inbox level. Both admins and regular members can create canned responses.


Create a canned response

From the composer

Step 1

In your composer, draft up your message, including any dynamic variables, that you want to save as a canned response.

Step 2

Click the canned response icon in the composer toolbar to open the canned response menu. Select New from draft.

Step 3

You will see a popup box to save the canned response. Enter the name, choose whether you want to save it as a private or team response, and make any edits needed. Then click Create. This canned response will now be available for future use.

From Settings

Step 1

Click your avatar on the top left and into Settings. For individual canned responses accessible only to you, select My responses under your workspace; for team canned responses shared with others in the team inbox, select Responses under the team section.

For those on the Enterprise plan, team canned responses are set up per Team.

Step 2

Click Add a canned response.

Step 3

Write your canned response, including any variables if needed. If you add a subject, the subject will update when you use the canned response and override the previous subject. Tip: highlight the text that you want to be edited before you send the canned response, so that the text stands out.

Step 4

Turn the toggle to select what inboxes you want the canned response to be visible in, or leave it to be visible in all inboxes.

Step 6

Click Create.

Step 7

To use the canned response, click the canned response icon in the composer toolbar to open the canned responses menu. You can type key words to search for a canned response or scroll through the list, then hover on one to see a preview of it. Click the canned response to insert it, then make edits as you wish before sending.


Edit a canned response

You can also edit canned responses from both the composer and the Settings similar to above. For step-by-step instructions, see here.

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  • Is there a way to create individual canned responses?

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  • Hi Joyce, yes! If you go to Settings, Responses, click in to any of your responses and select Inboxes. That's where you can set it to only show for yourself.

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  • Cori Morris great thank you!

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  • Another question - is there a plan to make organizing/finding canned responses easier? (folders would be awesome)

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  • Joyce, we're getting ready to launch a new design for canned responses. It will separate private and team responses. You should expect to see this announcement in the next few weeks.

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  • Cori Morris Could you elaborate on this? Or is there any way to give me a quick demo/design overview? We're evaluating whether to make the switch to Front for our support team (we're currently on the trial.) And canned responses is one of the major barriers for us right now.

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  • Joyce, sure! Your Account Manager will reach out with more info.

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  • Canned responses are fantastic! Thank you! A great addition for us would be a way to include a placeholder within canned responses which had to be replaced before sending became possible. To avoid team members accidentally sending an email containing a placeholder symbol (in cases where variables aren't appropriate / available).

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  • Hi Sarah,

    Great suggestion! I'll be happy to add this to our list of requests.

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  • Sarah, we've decided that this isn't a feature we're going to prioritize right now, but the best way to accomplish this in the interim is to utilize the highlight tool. 

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  • Links I'm using in canned responses don't show up as links in my actual response, just plain text. Why?

     

    Thank you,

    Laura

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  • Hi Laura,

    Sorry for the delayed reply.

    This shouldn't be the case. Could you please provide me with the conversation ID for the message you are experiencing these issues with? Feel free to email it to team@frontapp.com

    You will need to click on the “i" next to the subject line, and copy the Conversation ID. Please share it with us so that we can investigate.

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  • Hi,

    We loved the templates but since the update we cannot use some of them. I explain it appears that some aprt of our templates that should modifiable are not anymore. As per my pdf attached, we shoukd be able to modify the part in red but we cannot. Those are past from Word, could this be the issue ?

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  • question or suggestion:  is there a way to automatically fill in a contact in the To: or CC: line when a canned response is selected?  There is a particular canned response that I use where I always CC: a particular contact.  Would be great if that was automated.  I don't think it's currently doable, so maybe a suggestion for future development?

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  • Hi Joe , that would be a feature request! You're right that we don't currently have this available, but I've logged it for our team. Thank you for the suggestion!

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  • Helena Li any progress on this?

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  • Hi Joe Hemsing , No updates just yet, but we will be sure to let you know once we roll it out!

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  • Hello.  I was just browsing around this "canned responses" topic, and I wanted to look at the existing canned responses that we have access to -- like out-of-office response (there appears to be a drop-down menu at the "lines-with-a-lightning-bolt" icon).  But I don't see any existing canned responses.

    Does that feature still exist?  Thanks.

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  • Cori Morris How is the functionality different between a signature and a canned response, within Front?

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  • Is there a feature where I can make a draft for a delegated account and then they could just review it and send it?

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