Canned replies, internal notes & tasks
In one sentence
Three small tools that save hours: canned replies for messages you send often, internal notes for private team context, and tasks for follow-ups you can’t do right now.
Canned replies (slash shortcuts)
A canned reply is a saved snippet you insert by typing / and picking it — perfect
for FAQs, greetings, and policies you repeat all day.
- Manage them in Settings → Canned responses.
- In a chat, type
/then the shortcut name (e.g./hours) to drop the full text in. - Edit before sending if you want to personalise.
Great canned replies to start with: /hours (opening times), /delivery (delivery policy),
/thanks (a warm sign-off), /payment (how to pay). Consistent, fast, and on-brand.
Internal notes (private to your team)
Sometimes you need to jot something the customer must never see — “prefers WhatsApp over calls”, “waiting on refund approval”. That’s an internal note.
Notes live right beside the conversation but are never sent to the customer. They’re how a teammate picking up the chat instantly knows what’s going on. If in doubt: messages go out, notes stay in.
Tasks (follow-ups & reminders)
A task is a to-do, optionally linked to a contact, conversation, or specific message. Use them for anything that needs doing later: “call supplier”, “follow up on quote Friday”.
- Create a task from scratch under Tasks, or from a message (“create task from message”) so it keeps the context.
- Give it a priority and a due date.
- Complete, snooze, or reopen tasks as you go.
- The top-bar Tasks badge counts what’s due, so nothing slips.
Tasks are not scheduled messages. A task reminds you or a teammate to do something — it never sends anything to the customer on its own. (To send something later automatically, you’d use a campaign or automation.)
How these connect
- Canned replies are configured in Settings and used here in the Inbox.
- Tasks appear both here and under the sidebar Tasks page, and on the contact detail timeline.
Next: understand who’s driving a conversation → — you, a flow, or the AI.