Sometimes, agents are asked the same questions over and over again from different users. They thus end up sending out the same answers to different users typing them out each time. Canned responses have been introduced for such questions and instead of typing the same answer entirely every time, the agent will just have to send a canned response. The Admin can create the canned responses. Agents can only use them.
Select the message. In the conversation window you will see three small icons at the bottom. Click the middle one and you will see a list of all the available canned responses. A search tab also appears to help you find the right response.
Another way to insert canned responses is just typing “/” followed by the short code. Once you get a hang of all the short codes, you can do away with looking at the canned responses and just type the short codes to send out faster responses.