How to save and use quick replies (canned responses)

Canned responses (quick replies) are saved answers you send again and again, like your delivery time or payment details. Save them once, then add them to any chat in Messenger by typing / and a short shortcut.

Before you start

• You need permission to reply in Messenger. That same permission lets you add and delete canned responses. Owners and admins have it by default.

Steps

Add a canned response

1. Go to Engage → Messenger.
2. At the top of the conversation list, click the speech-bubble button (Manage quick replies).

   

3. The Canned responses window opens. Under Add a response, fill in:
   • Shortcut: a short word you'll type after /, for example delivery-time.
   • Title: a name to help you find it, for example "Standard delivery estimate".
   • Body: the full message, for example "Delivery inside Dhaka takes 2–3 days, and 3–5 days outside."
   • Locale: leave en for English, or type bn for Bangla.

   

4. Click Add. You'll see "Canned response saved" and it appears in the list below.

Use a canned response in a chat

1. Open a conversation in Messenger.
2. In the reply box, type / followed by the shortcut, for example /delivery. A list of matching replies pops up. You can also click Quick reply and search.
3. Pick a reply with the arrow keys and press Enter, or click it.
4. The text is added to the reply box. It is not sent yet, so you can change it first. Then press send.

Delete a canned response

1. Open Manage quick replies again.
2. Click the delete button next to the response. You'll see "Canned response deleted".

Tips

• Keep shortcuts short and easy to remember: bkash, size-chart, return.
• Shortcuts can use only lowercase letters, numbers, hyphens (-) and underscores (_). Spaces and other characters are turned into hyphens.
• You can save the same shortcut twice, once in English (en) and once in Bangla (bn).
• The list shows how often each reply was used ("used 12×"), so you can see which ones your team relies on.
• There's no edit button. To change a reply, delete it and add it again.
• The old Settings → Canned responses page now opens Messenger.

Troubleshooting

"/order" is a reserved command and can’t be used.

/order, /customer and /contact are built-in Messenger commands. Pick a different shortcut, for example order-info.

"A canned response with shortcut '…' already exists for this locale"

You already have a reply with this shortcut in the same language. Use a different shortcut, or delete the old one first.

"No canned responses yet — manage them from the toolbar."

You haven't saved any replies yet. Add one with Manage quick replies.

"You cannot manage canned responses"

Your role can't reply in Messenger, so it can't manage quick replies either. Ask the owner to update your role. See Invite team members and roles.

Related articles

• Use the Messenger inbox
• Take over a chat from the AI
• Invite team members and roles