How to use a canned response in a conversation
Type a slash and the shortcut in the message field to pull up a canned response, review the text, and send it.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
With saved canned responses, you don’t need to copy and paste. Inside the conversation, a slash followed by the shortcut brings the full text into the message field, ready to edit and send.
Where to find it in Cognizy
Before you start
- Save the responses in .
Step by step
- Step 1:
Open and click the customer’s conversation.
- Step 2:
In the message field, type a slash and the beginning of the shortcut, like /end. Matching responses appear right above.
- Step 3:
Click the response. The text goes into the message field: edit anything you want, like the customer’s name.
- Step 4:
Click Send.
How to know it worked
The response is delivered to the customer like a regular message, and it stays in the history with your name.
If it doesn’t work
I typed the slash and nothing appeared.
There isn’t a response with that shortcut. Click Manage canned responses in the list that opens to see the shortcuts or save a new one.
Next step
If the request can’t be resolved right away, open a ticket to follow up.
Sign in with your Cognizy account to save your progress.
Sign in