Canned Responses
Save reusable reply templates and insert them into feedback threads with a click or a slash command
Canned Responses
Canned responses are reusable reply templates saved per workspace. Your team can insert them into customer replies, public portal comments, and internal notes with a single click or the / command — with dynamic variables filled in automatically from the feedback context.
Canned Responses are available on Starter, Growth, Pro, and Pro Max plans.
Where You Can Use Them
A Canned Responses button (lightning icon) appears in three reply surfaces on every feedback item:
| Surface | Description |
|---|---|
| Customer Reply | The message sent back to the customer over their original channel (widget, email, WhatsApp, SMS, social, or voice follow-up). |
| Public Portal Comment | The reply posted to the public ticket page if the Public Portal is enabled for your project. |
| Internal Note | A private note visible only to your team. |
Inserting a Response
Two ways to insert a response:
- Click the lightning button next to the reply box to open the picker. Search, pick a category, or select from Frequently Used — then click to insert.
- Type
/anywhere in the reply box to open the picker inline. Keep typing to filter by title, shortcut, or content. PressEnterto insert the top match orEscapeto dismiss.
The picker remembers the most-used responses and pins them to the top under Frequently Used.
Managing Responses
Open Manage responses from the picker footer to create, edit, or delete templates.
| Field | Description |
|---|---|
| Title | Short, descriptive name (up to 80 characters). |
| Shortcut | Optional tag used for quick filtering in the picker (lowercase letters, numbers, and hyphens). Must be unique within the workspace. |
| Category | Freeform grouping label (for example, Acknowledgement, Closing, Follow-up). |
| Content | The reply body. Supports variables (see below). |
A live preview shows how the response will look once variables are filled in with a sample context.
Variables
Drop any of these into your content — they're replaced automatically when the response is inserted:
| Variable | Replaced With |
|---|---|
{{customer_name}} | The customer's name, or "there" if unknown. |
{{customer_email}} | The customer's primary email, if available. |
{{agent_name}} | The name of the team member inserting the response. |
{{project_name}} | The project the feedback belongs to. |
{{feedback_url}} | The full URL of the ticket page the customer can open. |
{{feedback_number}} | The human-friendly feedback number (e.g. #42). |
{{workspace_name}} | Your workspace name. |
Use the Insert variable chips in the editor to add them without typing braces.
Starter Templates
The first time someone opens the picker in a workspace (on Starter or higher), UserHero seeds five ready-to-use templates so your team has something to work with immediately:
- Acknowledge Bug —
/bug-ack - Feature Request Noted —
/feat-noted - Need More Info —
/info - Resolved & Closing —
/close - Thanks For The Feedback —
/thanks
Edit, rename, or delete these just like any other response.
Plan Limits
Each workspace can store up to:
| Plan | Canned Responses |
|---|---|
| Free | Not available |
| Starter | 10 per workspace |
| Growth | 25 per workspace |
| Pro | 100 per workspace |
| Pro Max | Unlimited |
When you hit the limit, the Manager shows an upgrade prompt and disables Create new until you delete an existing response or upgrade your plan.
Permissions
| Role | Can Use Picker | Can Create / Edit / Delete |
|---|---|---|
| Owner | Yes | Yes |
| Admin | Yes | Yes |
| Member | Yes | Yes |
| Viewer | No | No |
Viewers can't post replies or notes, so the picker and / command are hidden for them entirely.
Scope
Canned responses are workspace-scoped and shared across every project in your workspace. Everyone on your team sees the same list from any project, and the usage counter is shared globally — so the "Frequently Used" group reflects what the whole team reaches for most often.