Hello {{name}}.
My name is [YOUR_NAME].

It will be my pleasure to help you with your issue.

Let me look into this quickly and I will get back to you in a moment with all the helpful information I can find.

Meanwhile, if you have any additional information please let me know. 😊

First reply

Personalize the first reply and take time to check into the issue

Open Template

🫶️

Hi {{name}}, thank you so much for reaching out. I'm [YOUR_NAME] and I'm here to help you.

Thank you

Use this as intro first reply to thank your customers and present yourself

Open Template

✌️️

You are most welcome! I hope you find my recommendations useful! I am going to archive this chat now, but do not hesitate to get back to us whenever you will need our assistance! If you enjoyed my assistance, please rate this chat. It would be very appreciated. Thank you and have a lovely end of the day!

You are welcome

Use this message as closure when the matter was solved

Open Template

⏳️

Currently, I am not able to provide a certain timeframe but stay tuned for future updates as new features are introduced daily.

ETA

When you don't know what's the ETA on a certain product release

Open Template

🙏️

Hi {{name}}, thanks for contacting us.

We appreciate user feedback and always encourage suggestions to make our platform more efficient. I will forward this to our team for review.

Please let us know if there is anything else I can assist you with.

Appreciate Feedback

Show your customers you appreciated their feedback

Open Template

🤷‍️

At the moment this is not supported, but I hope that in the future we would be able to implement more integrations in order to improve the service and the app functionality.

Please stay tuned to our social media platforms, website and blog, once we are ready to implement a new feature/ integration our users will be informed and notified for sure.

Thank you very much.

Feature not supported

When someone is asking a feature not supported yet

Open Template

😰️

Hi there, my name is [YOUR_NAME] from the Support Team!

Please accept my sincere apologies for the long wait.

We are currently experiencing an unusually high amount of questions.
Thank you for getting in touch with us today.

How may I help you?

Apologies long wait

If someone has been waiting too long for a reply use this template to ease the pain

Open Template

🙋‍️️

Can I help you with anything else today, {{name}}?

Help with anything else?

At the end of a conversation, always ask if there is anything else you can help them with

Open Template

📆️

Hello {{name}},

Here's a link to my calendar.

Feel free to choose a time that works for you.

When you select a time, make sure to enter the contact details where you’d like me to reach you.

[Calendly link]

Thanks!

[YOUR_NAME]

My Calendly link

Let your customers book a meeting with a personalized message

Open Template

📖

We're really sorry that we couldn't reach out to you earlier as we're facing higher than usual demand for support.

Have you considered checking our in app Help Centre?

You'll find answers to our most frequently asked questions there such as [X,Y,Z] and many more.

If you still need our help simply reopen this chat by responding to this message.

Thank you for reaching out to us.

We truly appreciate your patience and wish you a lovely weekend ahead!

Sorry with help center

Apologize for late reply and suggest to check your help center

Open Template

✅️️

You are all set!
Let me know if I can assist you further.

[YOUR_NAME], [YOUR_COMPANY]

All set

Use it at the end of the conversation when everything is all set

Open Template

🙋‍️️

Hi {{name}},

I wanted to keep you posted on the status of your inquiry.
We are investigating your issue and seems that is indeed a bug on our end.

Our team is on it and this should be fixed by Tomorrow, but we'll keep you posted on the progresses.

Keep posted

Keep customers in the loop regarding issue handling

Open Template

🥳️️

Hello {{name}},

I took the time to circle back with you regarding the bug you reported previously.

Thank you so much for reporting it 🙏

We're glad to inform you that has been fixed. 🥳

Can you check please if everything is good on your side?

Thank you again

Bug fixed

When you have fixed your bugs and want to update the customer

Open Template

️️🚶‍

It seems like you're not online anymore {{name}}, so I will close this conversation for now, but if there anything else you might need, feel free to reopen the chat by replying to this message.

Either me or one of my colleagues will be here to assist you.

Thank you for chatting with me today, and have a great day!

Not online anymore

When someone goes offline

Open Template

💵️️

Check our pricing page here

Pricing page

Use it when someone is asking about your product pricing page

Open Template

Frequent questions about Canned Responses

A couple of things to know about Canned Responses and how to use them.

What is the meaning of canned responses?

In Customer Support a Canned Response is a pre saved Response that you can reuse quickly for replying to the same questions.

Why is it called a canned response?

A canned response is named after the fact that is ready to be used. It's a faster way to engage with your customers and keep the conversation relevant even at scale.

How do you write a canned response?

When writing a canned response, you might want to consider its abstraction while focusing on the real solution. For example, you want to keep sometimes some parts of the canned response standardized while others might be customized.