Canned Replies
Canned replies are plain saved snippets: the answers your team types over and over, written once and inserted into a ticket reply with a click. Manage them on the Canned Replies page in the dashboard sidebar, and insert them from the reply composer in the Tickets view.
There is no AI involved. A canned reply is the exact text you saved, with no generation and no token cost. For AI-drafted replies, see AI Assist.
Pro feature
Canned replies require the Pro plan (or a server an organization plan provides the Pro tier to), the same gate as AI Assist. On other plans the page shows an upgrade prompt and the composer button is hidden.
Who can do what
Any support staff
Everyone with dashboard access to the server can open the page, browse the list, and insert snippets from the composer.
Admins edit
Creating, editing, and deleting snippets needs the Manage Settings permission (the Admin role). Read-only staff see the list without the editing controls.
Managing snippets
Click New reply to add a snippet, give it a title and the message content, and save. Each row in the list shows the title, a content preview, a Uses count of how many times it has been inserted, and when it was last updated. Use the search box to filter the list, and the pencil and trash icons to edit or delete.
Deleting affects the whole team
Snippets are shared per server, not per staff member. Deleting one removes it for everyone, and edits apply the next time anyone inserts that reply.
Inserting from the composer
In the ticket viewer, the reply composer has an Insert canned reply button (the template icon next to the knowledgebase button). It opens a popover listing your snippets by title. Pick one and it is inserted at the cursor, so you can combine it with your own words and edit freely before sending. Once the list grows past a handful of entries, a search box appears in the popover.
Each insert bumps that snippet's Uses count, so the list shows which answers actually earn their place.
Limits
These limits are fixed rather than tier-dependent:
| Limit | Value |
|---|---|
| Snippets per server | 100 |
| Title length | 100 characters |
| Content length | 2,000 characters |
The content cap matches Discord's message length, so a snippet always fits in a single reply.