# 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
1. **Settings → Canned responses → Add**.
2. **Shortcode**: short alphanumeric word, for example `refund-intro` — unique within the team.
3. **Content**: may include variables (contact name placeholders if the UI supports them).
4. 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](./19-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.
1. Submit the template in Meta and wait until **Approved**.
2. Sync / select it in Chatips.
3. When the conversation is outside the 24-hour window, send the template and fill variables.
4. Campaign broadcasts must also use approved templates. See [Campaigns](./9-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
– [Conversation workspace](./3-conversation-workbench)
– [Channels and inboxes](./12-channels-and-inboxes)
– [Macros](./19-macros)