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Customer Service vocabulary · Support Tools & Self-Service

Canned response

Meaning in customer service, with examples

nounCommon term

In customer service, canned response means: A ready-made reply saved in a support tool so that agents can send it quickly to answer common questions.

In Turkish: hazır yanıt, şablon yanıt, kayıtlı yanıt

How it is used

Also called saved replies, templates or macros. Agents usually personalise a canned response with the customer's name and details so it does not sound robotic. Canned, as in canned food, suggests something prepared in advance.

Example sentences

  1. Use the canned response for password resets, but add the customer's name.

  2. The reply was clearly a canned response; it didn't answer my question at all.

Common collocations

  • use a canned response
  • personalise a canned response
  • saved reply
  • email template
  • knowledge baseA collection of articles, guides and answers that agents or customers can search to find solutions to common problems.
  • ticketing systemSoftware that records each customer request as a ticket and helps a team assign, track, prioritise and close them.
  • live chatA support channel where customers type messages and get answers from an agent in real time, usually in a window on a website or app.
  • toneThe way something is said or written that shows feelings and attitude, such as friendly, formal, impatient or rude.

More terms: Support Tools & Self-Service

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