Canned responses

Canned responses help your experts answer repeat questions quickly while keeping replies consistent with your brand. You manage them from Settings > Canned responses in the Remark dashboard. Each canned response can include a name, message, optional images, tags, and personalization variables. Responses marked as allowed in conversations are available for experts to use in shopper chats.

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Create a canned response

1. Open Settings > Canned responses.
2. Select Add response.
3. Add a Name that describes when the response should be used.
4. Write the Message experts should reference or send.
5. Optionally add images, tags, and personalization variables.
6. Keep Allow in conversations enabled if experts should be able to use the response in chats.
7. Select Create.

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Personalization variables

You can insert variables into the message body to personalize a response when it is used. For example, a message can begin with Hi {{firstName | default: "there"}} so the response still reads naturally when the shopper’s name is unknown.

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Images

Canned responses can include up to 4 images. Supported file types are .gif, .jpg, .jpeg, and .png, with a maximum file size of 5MB per image. Use images when a visual answer is clearer than text, such as a fit diagram, size-chart screenshot, product detail, or packaging example.

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Tags

Tags help organize responses and make related content easier to find. You can choose existing tags or add new tag names while editing a response. Recommended tag categories include:

• Question type, such as shipping, returns, fit, or warranty
• Product category, such as boots, jackets, or accessories
• Support scenario, such as pre-sale, post-purchase, or escalation

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Allow in conversations

The Allow in conversations setting controls whether experts can use the item as a canned response in shopper chats.

• Enabled: the item is available as a canned response for experts to use in conversations.
• Disabled: the item is stored as a knowledge-base article instead of a conversation-ready canned response.

Turn this off when the content is useful reference material but should not be sent directly to shoppers as a prepared reply.

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Edit or delete a response

From Settings > Canned responses, search for a response by title or body text. Open the response to edit its name, message, images, tags, or conversation availability. To remove a response, select the delete action on the response and confirm deletion.

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Permissions

Only users with permission to edit canned responses can create, update, or delete brand canned responses. If you cannot add or edit a response, ask a workspace admin to review your dashboard permissions.

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Best practices

• Keep each response focused on one question or scenario.
• Write responses in the voice experts should use with shoppers.
• Use variables only where the message still reads correctly when shopper details are unavailable.
• Add tags consistently so the response library stays searchable.
• Review responses after policy, shipping, return, sizing, or product changes.