Canned responses and templates
| Item | Details |
|—|—|
| Who it is for | Agents use them; administrators maintain global content |
| Menu location | Settings → Canned responses; Settings → Templates (WhatsApp, etc.) |
| Plan dependency | Canned response count uses canned_responses |
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1. Canned responses
In the composer type / plus a shortcode to insert a common paragraph.
1.1 Create
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Settings → Canned responses → Add.
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Shortcode: short alphanumeric word, for example
refund-intro— unique within the team. -
Content: may include variables (contact name placeholders if the UI supports them).
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After saving, permitted agents can pull it with
/.
Good for: greetings, asking for screenshots, business hours, refund document lists. Flows that change status or assignment should use Macros.
1.2 Use
In the conversation editor type /, search shortcode or title, select, edit if needed, then send.
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2. Content templates (WhatsApp, etc.)
Settings → Templates covers channel messages that need pre-approval — mainly WhatsApp.
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Submit the template in Meta and wait until Approved.
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Sync / select it in Chatips.
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When the conversation is outside the 24-hour window, send the template and fill variables.
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Campaign broadcasts must also use approved templates. See Campaigns.
Rejected, disabled or wrong variable counts cause send failures. Changing copy requires Meta approval again — you cannot only edit wording inside Chatips.
If other channel “content templates” appear in the same menu, fill media / quick-reply buttons per the on-screen help.
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3. Frequently asked questions
/ shows no list? No canned responses exist, or focus is not in the conversation composer.
Shortcode clash? Use a group prefix, for example cn-greeting, en-greeting.
Template is green in Meta but missing in Chatips? Click sync; confirm the same WABA / same inbox number.
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Related articles
– Macros