A pre-written reply that agents select and insert—often with a single click—to handle frequently asked questions or predictable support scenarios. Canned responses reduce handle time, ensure consistent messaging, and free agents to focus on complex issues that require judgment.
Why it matters:
- Cuts average handle time (AHT) on routine requests
- Reduces spelling or policy errors in high-volume queues
- Helps new agents respond confidently during ramp-up
For example, a SaaS company might maintain a canned response for password-reset instructions that every agent uses verbatim, ensuring accuracy regardless of who handles the ticket. Effectiveness is typically tracked by monitoring how often canned responses are used relative to total replies, alongside customer satisfaction (CSAT) scores on those tickets to confirm quality isn't sacrificed for speed.