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Quickly respond to customers with saved replies that keep your messaging fast and consistent.

Canned responses are also called response templates or snippets, but they all mean the same—pre-written replies you can use to handle common questions in seconds.

Let’s have a look at how to create and use them.

App configuration > Ticket Management > Canned Responses

. Give it a name, type in the response, and assign it to a group if needed.

These responses support rich text formatting, so you can make them as clear and engaging as any manual reply.

To create a canned response group, simply go to the ‘Groups’ tab and click on ‘Add Group’.

Enter your group name—this could be your audience or some specific event.

Assign colors to groups for quick identification, helping agents find what they need instantly.

For example, during a product launch, you might group responses about product details and return policies in one color-coded group so agents can reply even faster.

To use a canned response, click the chat bubble icon in the composer’s bottom left, or simply type 

 in the message box. Scroll to find the right response and insert it instantly.

Whether it’s a high-volume day or you’re short on time, canned responses let your team handle repetitive questions efficiently, so they can focus on customers who need more help.

Priorities can change with new customer insights. Naturally, your messages should change too.

To edit your existing canned responses, simply click on the vertical ellipsis (or three dots) next to the canned response.

Next, click on edit. After making your changes, update your canned response. And, that’s it!

Insert pre-saved responses for fast replies to common questions

Canned responses

 allow you to automatically take actions on newly created tickets. 

These actions allow you to categorize tickets and determine who and how they should be handled. This enables you to send tickets to the best person on your team and ensure that they are prioritized appropriately.

 that must be met by tickets when they are created and 

 that are taken on tickets that meet these conditions. 

You can apply the following conditions to newly created tickets:

 this is the user segment that applies to the ticket. For example, Customers and Visitors are available by default; VIP customers is another common segment created on a per-account or per-custom field basis.

use the ticket subject (if applicable) and message contents to qualify the ticket. These use 

, or regex's. The most basic regex is just a string -- ie, an exact match on whatever you type in this field. You can test more complex expressions with various tools like 

 this is the channel in which the ticket is originally created. You can apply a single rule to multiple channels.

When a ticket has met the conditions of a routing rule, you can take any of the following actions:

When you have multiple routing rules, they are applied from the top down. In other words, the first rule that applies to a new ticket will be used and no other rules will be applied.

Routing

Outbound message via SMS is attempted to send through mobile carrier may fail if the recipient cannot be reached in 3 days.

The destination handset you are trying to reach is switched off or otherwise unavailable.

The device you are trying to reach does not have sufficient signal

The device cannot receive SMS (for example, the phone number belongs to a landline)

There is an issue with the mobile carrier

Full description on Twilio documentation.

If you are sending an attachment via an MMS, each carrier has a limit on size of data you can send.  Here are these limits 

We use Twilio to send the SMS and it internally will try to compress any image attachments. Twilio has a limit of 5 MB data size, if SMS contains payload larger than 5MB, it will give error code (11751). If payload is of any other type than image (which it won't be able to compress_ and bigger than the carrier limit, Twilio will return error code (30019). 

SMS Attachment Limits

SMS Troubleshooting

Service level agreements (SLAs) in Atlas give you the ability to keep track of how long it has been since someone on your team has responded to a customer. You can create multiple SLA rules to keep track of different time limits you’d like to honor for different circumstances (eg, to respond faster to certain priority levels or customer tiers).

SLA rules will show up on your tickets in the Inbox as well as in the Info pane. The icon (a flame) is either not present (no SLA rule applies), grey (SLA applies, but the SLA timer has more than 50% of its time remaining), orange (SLA timer has <50% of its time remaining), or red (SLA timer is overdue).

If you hover over the SLA flame icon (or look in the Ticket information card in the Info pane), you’ll see the name of the policy that applies to a particular ticket.

 and click “Create SLA rule” (or “+Add SLA rule” if you already have SLA rules setup).

SLA rules require a name, business hours, first response time, and next response time with optional fields for the customer segment, ticket priority, and ticket channel.

Here’s an explanation of each of the SLA rule fields:

 this is the name shown on an SLA rule in the Inbox and Info pane

Segment: this is the set of customer tickets to which the SLA rule applies. By default, it is set to Everyone. It’s common to have a specific SLA rule for your VIP customers (eg, Paid, Enterprise, etc.).

 this is the set of ticket priorities to which the SLA rule applies. By default, it is set to All priorities. It’s common to have a specific SLA rule for Urgent and High priority tickets since these have been designated as more important.

 this is the set of ticket channels to which the SLA rule applies. By default, it is set to All channels. It’s common to have a specific SLA rule for chat, SMS, and WhatsApp since customers typically expect faster response times on these channels.

 these are the hours during which the SLA timer is applied. By default, this is set to “Always”, but it’s common to set the SLA timer to run only during business hours.

 this is the time in which you’d like to send customers a response to their first message. For fast response channels (eg, chat, SMS, WhatsApp), this is typically expected to be within minutes; for slower response channels (eg, email, ticket forms), this is typically expected to be within hours or a day.

 this is the time in which you’d like to send customers any follow-up responses to subsequent messages. These times are typically similar to first response times, but can be slightly longer.

 whenever a ticket is near (or has passed) its SLA timers, you can setup notifications to be sent via email (eg, to the agent assigned to the ticket, the account manager, or a specific agent on the team) or via Slack (to a specific channel).

You can keep track of how well your team has met your SLA policies by going to 

. You can adjust filters at the top to select for the dates, priorities, customers, agents, etc. tickets for which you want to view SLA violations (ie, instances where an SLA timer has gone over its limit).