Add canned responses to text and WhatsApp conversation campaigns

Canned responses are pre-written responses that users have the option to use when replying to recipients. You can set up canned responses for common questions, to provide useful links or further information or as explanations about relevant topics. This functionality can help to speed up the process of replying and assist users when they don’t know the answer to a certain question. Users are able to edit canned responses before they send, so they can personalise, edit or add information. Follow the step-by-step guide below to add canned responses to your conversation campaigns:

Step 1: Set canned responses
You set canned responses as part of the campaign build. Once you've reached the canned response section of the campaign build flow, select edit > add canned response:

Step 2: Name and write your canned response

Name your canned response and add the text of your response to the 'Body'. Once you're happy with the text, select save:

Tip: You can use merge tags for personalisation when creating your canned responses by selecting the plus icon. Users won't be able to view sensitive personalised information.

Step 3: Add more canned responses
Once you've saved your initial response, you can add more by selecting Add canned response:

Note: Canned responses are set on a per campaign basis - if you would like to add to multiple campaigns, you can always duplicate a campaign to pull across the responses.