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Canned Replies Examples & Templates

Jennifer Trower Updated by Jennifer Trower

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Canned Replies Examples and Templates

Use canned replies to respond quickly and consistently to common customer questions or internal updates. These templates help improve efficiency and communication across your team. Canned replies help speed up responses to repetitive questions and streamline internal communications like technician updates or service issues.

How to Create a Canned Reply

Before creating a canned reply, ensure a canned reply category is already set up. If not, refer to the Canned Reply Categories documentation.

Navigate to Settings -> Ticketing -> Canned Replies. Click the blue Create Canned Reply button on the top right.

Each canned reply includes three required fields:

  1. Name: A short, descriptive title for the reply. Example: "Payment Mailing Address" or "Router Not Powering On".
  2. Body: The full text of the response. This field supports rich text formatting and allows variables from the Variable menu.
    Font types cannot be changed. For more information on the tools available in Sonar's rich text editor, take a look at the documentation here.
    You can paste in existing text, but you may need to clean up spacing.
  3. Canned Reply Category: This is where you will select the category this reply belongs to.

After saving, the canned reply will appear in the list where you can view its name, category, and the full text using the “View” option under the Body column.

Examples of Canned Reply Topics and Canned Replies

Canned reply categories should make it easy for your employees to find canned replies. Below are some examples of canned replies for particular topics that are commonly experienced.

 Best Practices for Canned Replies

Canned replies should be:

  1. Clear and concise.
  2. Used for common, repeatable questions or issues (for example, payment details or slow internet).
  3. Kept up to date as company policies change (you can edit the body while keeping the name).
  4. Helpful for both customer responses and internal communication (for example, technician field reports).
  5. Editable per ticket — staff can customize as needed by adding or removing details.

How did we do?

Advanced Ticketing Features

Canned Reply Categories

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