Canned replies (also known as reply templates) are pre-written texts that you can use for quick and consistent communication with customers. This feature helps you save time when responding to frequently asked questions or situations.
Benefits of using canned replies
Save time communicating with customers
Consistent and professional communication
Reduce errors in responses
Prepare responses for specific situations
Multi-language support thanks to AI translation of replies
Managing canned replies
Access canned reply management in Settings > Canned replies. Here you can create, edit, and delete reply templates for your company. The administration panel also provides usage statistics, making it easy to see which templates are used most frequently.
Creating a new canned reply
Click the Create new canned reply button
Fill in the following fields:
Name - a short, descriptive name to quickly identify the reply (e.g., "Claim - Acknowledgment of Receipt")
Subject - the email subject to be used when applying this reply (optional)
Body - the message text to be inserted into the editor when using this template
Private - if checked, only you will see this canned reply (not shared with other agents)
Click Save to create the canned reply
Tip for multiple languages. You can set different language variants for the subject and message body. You can also use one-click automatic AI translation of the reply into other languages. Simply click the language or translation icon next to the text field, and the content for the required languages will be filled in. The system will then automatically use the correct language version based on the ticket language.
Editing a canned reply
In the canned reply list, find the reply you want to edit
Click the pencil icon next to the item
Make the necessary changes
Click Save to confirm the changes
Deleting a canned reply
In the canned reply list, find the reply you want to delete
Click the trash icon next to the item
Confirm the deletion in the dialog box
Using canned replies in communication
Use canned replies when responding to customer messages in the ticket detail:
Inserting a canned reply into a message
Open the ticket detail and start writing a new message to the customer
You can insert a reply in two ways:
Quick shortcut in the editor: Type a
/(slash) directly into the message text, or press Ctrl + /Via the toolbar: Click the lightning icon in the editor toolbar
A popup window will appear with a list of available saved replies. The window features a search bar and automatically sorts replies by frequency of use
Click the desired reply to insert it into the editor
You can further edit and personalize the text before sending
Important information. If the canned reply includes a subject, the message subject will be automatically filled in. However, you can always edit the subject before sending.
Filtering replies by language
The system displays canned replies divided into two groups:
Replies available in the current ticket language (displayed at the top)
Replies without translation for the current language (displayed below and are inactive)
Replies without translation for a given language cannot be used until you create the corresponding language version for them (e.g., using AI translation).
Tips for effective use of canned replies
Use variables - you can use placeholders in replies that you replace with specific data before sending
Take advantage of quick insertion via
/– typing a slash and searching through the most frequently used replies significantly speeds up ticket handling.Create categories in names - for better organization, use prefixes in names (e.g., "Claim - ...", "Return - ...")
Keep translations up-to-date - use one-click AI translation to ensure important replies have translations in all languages you use
Regularly review - thanks to usage statistics in settings, you can easily spot unused replies that deserve an update or deletion
Combine with personalization - for a professional impression, always adjust the generic reply to match the specific customer situation
Private vs. shared replies
In Retino, you can create two types of canned replies:
Shared replies - visible and usable by all agents in your company
Private replies - visible and usable only by you (useful for personal communication style or specific cases you handle)
To create a private reply, simply check the "Private" option when creating or editing a canned reply.
Tip for efficiency. For faster work, create several custom private replies tailored to your communication style and the types of tickets you most frequently handle.