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Canned responses

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Odoo canned responses are shortcuts that expand into a longer, pre-written message, so teams can reply quickly and consistently instead of retyping the same answer. They help reduce typing errors and keep customer replies consistent across a team.

How to create a canned response

  1. Go to Discuss > Configuration > Canned Responses and click New.
  2. Fill in Shortcut (the keyword, for example :thanks), Substitution (the full message), and optionally a Description with guidance on when to use it.
  3. Choose which Authorized Groups can use the response.

If no group is selected, only the creator can use the response. Responses created automatically by the database are credited to OdooBot and must be assigned to an authorised group before anyone else can use them.

How to share responses with your team

By default, a canned response belongs only to the user who created it. Add one or more Authorized Groups to share it. To check which groups a user belongs to, enable Developer mode, go to Settings > Users & Companies > Users, open their record and click Groups. The creator can always use their own response, even if they are not in an authorised group.

How to use a canned response

Type a colon followed by the shortcut in a chat window or Chatter composer, then press Enter to replace it with the full message; the text can still be edited before sending. Typing a colon on its own opens a searchable list of available responses. Canned responses work in Live Chat, the Discuss app, Chatter, and WhatsApp messages.

Frequently asked questions

Who can use a canned response by default?

Only the user who created it, unless one or more Authorized Groups are added to the response.

Where can canned responses be used?

In Live Chat, the Discuss app, the Chatter composer on any record, and WhatsApp messages.

Need help?

Need help setting up canned responses for your team in Odoo? Contact support@thoughtlogik.com or see our Odoo implementation services.

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