Free tool Canned responses generator for live chat and support
Onboarding a new agent, opening a new store or getting a team to sound the same means writing the same set of saved replies again. Tick the scenarios you need, pick a formal, friendly or concise tone, add your store name, agent name and hours, and you get a set of canned responses ready for a help desk: each with a shortcut, a title and the message, all editable, then copied or exported as CSV or JSON. Every line is original and written for cross-border e-commerce and SaaS support, with a Chinese version of each one for teams that serve both markets.
- 11 scenarios · 3 tones
- English / Chinese
- Runs in your browser
Generate a set of canned replies
Change the scenarios, tone, language or variables and untouched replies regenerate instantly. Replies you edited by hand stay as they are.
Formal uses full, polite sentences; friendly is conversational; concise is one line for busy shifts.
Independent of this page’s language.
Variables
Filled values go straight into the replies. Empty ones become a bracket like [order number] to replace before sending. Order and tracking numbers change every chat, so they are usually left empty.
Leave empty, or use a shared name, if the whole team uses one set.
Include days and a time zone, such as “Mon–Fri, 9am–6pm GMT”.
Used by the return policy and bug status replies.
16 replies, 16 selected for export
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GreetingsGreeting (online)Edited117 / 500 characters
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GreetingsGreeting (offline)Edited130 / 500 characters
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GreetingsBubble teaserEdited34 / 200 characters
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Pre-salesEdited119 / 4000 characters
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Pre-salesEdited97 / 4000 characters
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Pre-salesEdited132 / 4000 characters
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Pre-salesEdited141 / 4000 characters
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ShippingEdited123 / 4000 characters2 bracket(s) left to fill in before sending
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ShippingEdited131 / 4000 characters1 bracket(s) left to fill in before sending
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ShippingEdited145 / 4000 characters
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ReturnsEdited174 / 4000 characters
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ReturnsEdited150 / 4000 characters1 bracket(s) left to fill in before sending
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ReturnsEdited117 / 4000 characters
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ClosingEdited59 / 4000 characters
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ClosingEdited89 / 4000 characters
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ClosingEdited87 / 4000 characters
The three columns shortcut, title and content match the Shortcut, Title and Content fields under Chat → Canned replies in TapCub. TapCub has no bulk import yet, so add them one by one (up to 500 per site). Replies tagged Greeting or Bubble teaser go in Chat settings → Greeting & translation; Proactive invite replies go into a rule under Chat settings → Proactive invites.
Version v1.0Updated Update history
The four parts of each reply
Every reply is laid out like a canned reply in a help desk, so you can save it as is.
Shortcut
The word after the slash. In the TapCub inbox, typing / plus the shortcut brings up matching replies. Keep it short, memorable and free of spaces, and unique within a site; duplicates are flagged.
Title
A label for your team that helps you spot the right reply in the list. Visitors never see it.
Message
What the visitor receives. Brackets such as [order number] or [time] are placeholders to replace for this customer; replies with brackets show how many are left.
Placement tag and length
Most replies are canned replies (4,000-character limit). Ones tagged Greeting, Bubble teaser or Proactive invite have shorter limits (500 / 200 / 300) and are flagged when they run over. Red tags mean TapCub could not save the reply.
Length follows TapCub’s validation: each letter, CJK character or punctuation mark counts as 1, while emoji and a few rare characters count as 2.
Build a reply set in three steps
Generate in bulk first, then tailor each reply to your store.
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1
Pick scenarios and a tone
Stores usually need pre-sales, shipping, returns and closing; SaaS teams add tech support and proactive invites. The tone can differ by scenario.
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2
Fill variables, then edit
Store name, agent name and hours fill every reply at once. Then make each reply match how you actually work: shipping times and return rules are facts only you know.
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3
Export or copy
Export a CSV for review or copy everything into a doc. Once approved, save them as canned replies in your help desk and paste the greetings into the chat widget settings.
What makes a canned reply useful
Canned replies save a human agent typing time; they are not auto-replies. Write each one so the agent barely has to change it once it is in the chat.
- One reply, one job: a tracking reply talks about tracking, not upsells
- Acknowledge first, then fix: the apology comes before the solution, not instead of it
- Ask for specifics: order number, screenshot, which page
- Put real times on promises, such as “two minutes” or “by [time]”, and skip what you cannot keep
- Mark what must change with brackets so it is obvious before sending
| Formal | Friendly | Concise | |
|---|---|---|---|
| Opening | Hello / Thank you | Hi there / Hey | Hi / none |
| Sentences | Complete and polite | Conversational, contractions | One short line |
| Emoji and exclamation marks | None | Now and then | None |
| Best for | Complaints, refunds, B2B, first contact | Returning customers, lifestyle brands, pre-sales | Busy shifts, mobile, chats already under way |
One situation, three tones
Maya at Northwind Goods needs to tell a customer their parcel is late, with the order number left empty. These are the delivery delay replies the tool generates in each tone, plus the Chinese version.
| Tone | Generated reply |
|---|---|
| Formal | I'm sorry your parcel is running late. I've contacted the carrier about order [order number] and will update you as soon as I hear back. |
| Friendly | So sorry the parcel is late! I've already asked the carrier about order [order number] and will message you the moment I hear back. |
| Concise | Sorry for the delay. I've contacted the carrier about order [order number] and will update you soon. |
| Chinese · formal | 非常抱歉，您的包裹比预计晚到了。我已联系快递核实订单【订单号】的情况，有结果会第一时间告诉您。 |
All three apologise, say what has already been done, then promise an update; only length and warmth change. Replace [order number] with the customer’s order once it is in the chat.
Replies that make customers feel they are talking to a bot
The more often a canned reply is used, the more these problems show.
Sending the brackets
“Your order [order number] has shipped” going out unchanged hurts trust more than a slower reply. Scan for brackets before you hit send.
Packing too much into one reply
A greeting, a recommendation and a payment nudge in one block means only the first line gets read. Split it and send in order.
One tone for everything
A cheerful “Hey!” is fine for pre-sales but sounds dismissive in a complaint. Switch complaints and refunds to the formal tone.
Promising what you cannot control
“Your refund is on its way now” or “It will arrive today” turns into a second complaint if it slips. Promise what you control, like “I’ll update you within two hours”.
Use these replies in TapCub live chat
Every reply is checked against TapCub’s canned reply fields and limits, so it saves without edits.
Canned replies with a slash
Save the shortcut, title and message under Chat → Canned replies, then type / in the inbox to find and insert one. The saved text is inserted as is, so agents fill in the brackets.
Learn moreGreetings and offline text
The online and offline greetings and the bubble teaser are edited in the chat widget settings; the Greetings scenario here writes all three.
Learn moreProactive invites
Invite visitors automatically by page and time on page, at most once per visit. The Proactive invites scenario writes lines you can use as the invite message.
Learn moreCanned responses FAQ
Still have a question?
Chat with the team behind TapCub — we usually reply within a few hours on business days.
What are canned responses?
Pre-written replies that a support agent inserts into a conversation instead of typing the same answer again, also called saved replies, macros or quick replies. Each has a short shortcut, a title the team sees and the message the customer gets. They speed up first responses and keep the team consistent, but a human still reads and adjusts each one.
How do I write good canned responses?
Write one per situation and keep each to one job: acknowledge the customer, give the fix or ask for what you need, then say what happens next and when. Use brackets for anything that changes per chat. This generator gives you a set built that way; then edit the facts to match your policies.
Can I import the CSV or JSON into TapCub?
Not yet. TapCub has no bulk import for canned replies, so add them under Chat → Canned replies one at a time. The shortcut, title and content columns map one to one to the fields there, so it is copy and paste; each site holds up to 500.
Do the variables fill in automatically?
Fixed details such as store name, agent name and hours are filled in here once and written into every reply. Order and tracking numbers change per chat, so empty ones become brackets like [order number]. TapCub inserts the saved text as is, so replace the brackets before sending.
Which tone should I use?
Formal suits complaints, refunds, business customers and first contact. Friendly suits returning customers, lifestyle brands and pre-sales chat. Concise works for busy shifts and mobile. Mixing is fine: friendly for pre-sales, formal for complaints.
What is the difference between a greeting and a canned response?
A greeting is the first line shown automatically when a visitor opens the chat; a site usually has one for online and one for offline. Canned responses are inserted by agents during a conversation and you may have dozens. The Greetings scenario writes the former, every other scenario the latter.
How is this different from the out-of-office generator and the phrase list?
The out-of-office message generator writes one notice sent automatically while you are away. The customer service phrases page lists single lines by situation, in English and Chinese. This tool builds a full set of replies ready to save in a help desk.
Is anything I type uploaded?
No. Replies are generated in your browser and there is no share link. Store and agent names stay in this page and are cleared on refresh.
Update history
New features, fixes and data refreshes for this tool, newest first.
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· v1.0
LaunchedFirst release.
Missing something or found an error? Tell us — requests that come up often go into the next update. All tool updates
Make canned replies actually save time
TapCub live chat keeps canned replies, visitor context and analytics in one inbox: agents type / to insert a reply and see where the visitor came from and what they viewed.