Every support team has the twenty messages it sends a hundred times a week. The greeting. The opening hours. The request for an order number. The polite close. Typing them fresh each time is slow, and worse, each agent types them slightly differently, so the same business sounds like six people. Canned responses fix both problems in the simplest possible way: save the message once, insert it with a shortcut, and edit it before sending if the situation calls for it.
What a canned response is
In HellouOne, canned responses are message templates that any agent can insert with a shortcut. Each one has two parts: a short code, which is the shortcut the agent types, and the message, which is the template content. The help center's example short code is saludo, for a greeting. There is no clever syntax to learn; a canned response is just text the team agreed on, stored where everyone can reach it.
Creating them
Canned responses are managed in Settings, under Canned Responses. Add one with Add canned response, give it a short code and the message, and save. A sensible starter library, drawn from the help center's suggested uses, covers four moments in almost every conversation:
The initial greeting, with the business name and an offer to help.
Opening hours, written out once so no agent misremembers Saturday.
Requests for data: order number, phone number on the account, a photo of the product.
The closing message, thanking the customer and inviting them back.
Using them in a conversation
In the conversation, the agent types a slash followed by the short code, for example /saludo. A selection list appears; choosing an entry inserts its text into the composer. The agent can then edit it before sending, adding the customer's name, adjusting a detail, removing a line that does not apply. That last step is the point: a canned response is a starting draft, not a script. The customer gets a reply that is consistent with the team's standard and still written for them.
Faster and more consistent, measured
Speed is the obvious gain. A greeting plus a data request that took thirty seconds to type takes three with two shortcuts, and over a day that is minutes per agent returned to actual problem-solving. Consistency is the quieter one. When the hours, the return policy and the escalation wording come from the same saved text, customers get the same answer whoever picks up, which is what makes a support operation feel reliable. It also makes training faster: a new agent with the canned response library can sound like the team on day one.
Two habits keep a library useful. Review it when something changes, so the hours or the policy in the saved text never lag the real ones. And keep short codes memorable and short; an agent who has to look up the shortcut will type the message instead.
How to use it in HellouOne
Canned responses are available on every HellouOne plan. Start by writing down the ten messages your team sends most, agree the wording once, and add them in Settings with short codes the team will remember. Ask agents to use the slash shortcut for a week and note which messages they still type by hand; those are the next ten. Canned responses also work as building blocks elsewhere in HellouOne: a macro can send a predefined response as one of its steps, so a one-click macro can assign, label and reply at once. And where the AI agent handles the first reply, the canned library is a good source for the tone and facts the agent should use, so the human and AI replies sound like the same business.
Learn more in the help center: Canned responses, the full guide with screenshots.
