Create Your Canned Responses

Where to find Canned Responses

1. Go to Knowledge → Canned Responses.

2. You’ll see a list with:

   • Canned Response (title + preview)

   • Author

   • Status (Shared / Private)

   • AI training (Enabled / Disabled)

   • Shortcut

   • More menu (⋯)

   

Creating a canned response

You can start from scratch or use a template.

1. In Knowledge → Canned Responses, click Create.

   

2. You can:

   • Choose one of the Canned Response Templates, or

   • Click Create from scratch.

     

3. Set:

   • Title

   • Content (the reply text)

   • Shortcut (optional, e.g. #coupon)

   • Audience (who can see/use it and for whom Aura can use it)

   • Share the response with teammates (optional)

   • Use the response for AI training (optional)

4. Click Save Changes.

Editing a canned response

To edit the text or settings of a canned response:

1. From the list, either:

   • Click directly on the canned response name, or

   • Click ⋯ → Edit.

2. Update the content, title, shortcut, audience or AI training.

3. Click Save Changes.

   

You can edit:

• Your own canned responses (private or shared)

• Shared canned responses created by others

You cannot edit private canned responses created by someone else.

Audience and Aura training

Each canned response has:

• Audience – choose which people it applies to (e.g. Everyone, Pro Max Plans, Italy, Basic Plan, etc.).

  

• Use the response for AI training – when enabled, Aura will use this canned response as a resource to answer questions for that audience only.

  

This lets you keep some replies (and their AI training) specific to certain plans, regions or segments.

Sharing & permissions

• Share the response with teammates

  • When enabled, the canned response becomes shared and visible to your teammates.

  • When disabled, it’s private to the creator.

Permission rules:

• You can toggle Share on your own canned responses.

• You cannot change the share setting for canned responses created by someone else.
  If you try to change it, you’ll see an error message.

• Even if you didn’t create it, you can still:

  • Edit the content of a shared canned response

  • Change its audience

  • Enable/disable AI training

Deleting a canned response

You can delete a canned response in two ways:

1. From the list:

   • Click ⋯ → Delete Response next to the canned response.

     

2. From the editor:

   • Click Remove at the top.

     

Deleting a canned response removes it from the Help Center and stops Aura from using it for training.