Canned responses, called shortcuts in Orbis Chat, are saved replies you can drop into a chat. Done well, they make replies faster and more consistent. Done badly, they make customers feel they are talking to a machine.
Start with real questions
Do not guess. Read back through your recent chats and list what people really ask. Write shortcuts for the questions that come up again and again, and use the words customers use.
Write the way you speak
- Keep it short. A chat is not a letter.
- Use "you" and "we".
- Answer the question in the first sentence.
- Avoid phrases such as "your query has been noted".
- End with a question or next step if one is needed.
Compare the two
Too stiff: "Please be advised that delivery timescales are subject to availability." Better: "We deliver across the UK in 2 to 3 working days, and you will get a tracking link by email."
Name them so they are easy to find
In the inbox, agents type a forward slash to bring up shortcuts. Use short, obvious names such as /delivery, /returns and /opening-hours.
Always personalise
A shortcut should be a starting point. Add the customer's name, or a line that picks up on what they said. It takes seconds, and it makes a big difference.
Keep them current
An out-of-date shortcut spreads wrong information quickly. Give someone the job of checking them, particularly after a change to prices or delivery. Your AI bot can answer from shortcuts as well, so accuracy matters twice. Learn how to prepare content for the AI bot.
Frequently asked questions
How many shortcuts do I need?
Start with a handful for your most common questions, and add more when you notice yourself typing the same reply again.
Can the whole team use them?
Yes. Shortcuts are shared across your account.
