To create a canned response, save a reusable message as a template, snippet, or saved reply in the app you use, then insert it into a reply and personalize it before sending. In Gmail, enable Templates in settings first; in Outlook, choose a full email template or a short-text snippet; in customer-support tools, look for saved replies or macros. These are usually inserted manually—automatic acknowledgments require a separate setup.
Choose the right kind of canned response
“Canned response” is a general term, not one universal feature name. Gmail calls them Templates; Outlook offers Mail Templates and My Templates; customer-support platforms may use terms such as saved replies, templates, or macros. The right choice depends on whether you need to save a complete email or just a short passage, and whether it is for your own mailbox or a support workflow.
| Option | What it saves | Typical use | Availability considerations |
|---|---|---|---|
| Gmail Templates | Reusable email content | Manually inserting a message into a new email or reply | Gmail says templates can be enabled and used on a computer. |
| Outlook Mail Templates | A full email, including recipients, subject, body, formatting, and attachments | Sending a repeatable, complete email | Microsoft says the feature requires a qualifying Microsoft 365 subscription; steps vary by Outlook version. |
| Outlook My Templates | Short text snippets | Inserting a standard phrase or brief reply | Requires a qualifying Microsoft 365 subscription; an organization may disable add-ins. |
| Zendesk Sunshine Conversations templates | A named, structured message | Inserting a message in the Sunshine Conversations composer; macros can include its shorthand syntax | The cited instructions apply to Zendesk’s Sunshine Conversations messaging platform and its v1.1 API. |
| Intercom HTML email templates | Custom HTML email content | Creating reusable outbound email designs | Intercom documents a limit of 100 custom templates per workspace and a maximum size of 200,000 characters. |
For an ordinary email you intend to insert yourself, use a template or snippet. If you want the system to send something without you inserting it, configure an automatic reply or rule instead.
Create and use a canned response in Gmail
Gmail’s Templates feature is available on a computer, and it must be enabled before you can save reusable messages. Gmail Help’s creation instruction is: “Click Save draft as template and then Save as new template.”
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- Open Gmail on a computer. Select Settings > See all settings.
- Open the Advanced tab. Next to Templates, select Enable, then save your changes.
- Select Compose and write the reusable message.
- In the compose window, select More options > Templates > Save draft as template > Save as new template.
- Enter a name for the template and save it.
- To insert it later, open a compose window and select More options > Templates > Insert template. Review the message, adjust it for the recipient, and send.
Gmail also lets you overwrite or delete a saved template from the Templates menu. Deletion is permanent: Gmail says a deleted template cannot be recovered. To have Gmail send a template automatically when messages match conditions, create a filter and choose Send template; this is not the same as inserting a reply yourself. Gmail Help: Create and use templates
Create a canned response in Outlook
First decide whether the reusable content is a whole email or a short snippet. Microsoft documents separate features for those jobs, and the exact steps depend on whether you use new Outlook, Outlook on the web, or classic Outlook.
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Save a full email with Mail Templates
In new Outlook or Outlook on the web, create a draft and select Message > Mail template > Save email as template. Name the template and save it. Mail Templates retain more than just the body text: recipients, subject, formatting, and attachments can be included. Use this when you regularly send a complete, similar email.
Save a short snippet with My Templates
Open the My Templates add-in pane, select +Template, enter a title and the message text, then save. Choose this for a standard phrase or concise reply that you want to insert into a message rather than save as a full email.
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Check version and account access
Microsoft says Mail Templates and the My Templates add-in require a qualifying Microsoft 365 subscription, and an organization may disable add-ins. In classic Outlook, a built-in template can be saved through File > Save As by choosing Outlook Template as the file type. Because Outlook versions differ, use the path matching your app rather than assuming one set of steps applies everywhere. Microsoft Support: Create email templates in Outlook
Use templates and saved replies in support software
Support platforms may distinguish between a reusable message, a shortcut that inserts it, and a macro that groups common actions. Check your specific product and inbox before following instructions for another product with the same brand.
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Zendesk Sunshine Conversations
In Zendesk’s Sunshine Conversations messaging platform, the documented method is to create a template using the Create Template API for v1.1. Each template has a unique name and structured message; an agent can insert it in the composer using shorthand syntax. A macro can include that syntax for a common action. This API workflow is specific to Sunshine Conversations and should not be treated as a universal method for saved replies in every Zendesk product. Zendesk Developer Docs: Template messages
Intercom HTML templates and auto replies
Intercom’s custom HTML email templates are managed under Settings > Outbound > Email Templates. Its separate auto-reply setting is under Settings > Channels > Email > Email settings. Intercom describes that auto reply as an acknowledgment sent to new inbound email conversations, using the same response for all new inbound emails. An HTML template is reusable email content; an auto reply is an automated response to incoming mail. Intercom Help: HTML email templates · Intercom Help: Email auto replies
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Keep a canned response useful and safe to send
A reusable message saves retyping, but it does not know the recipient or the current situation. Before sending, verify the recipient’s name, relevant details, dates, links, and any promised next step. Remove instructions or text that only made sense in the original draft. This quick review helps prevent a standard reply from sounding misplaced or containing stale information.
For messages that vary by case, save a stable core rather than a full answer that assumes facts you have not confirmed. In shared support workflows, use the approved team process for creating or changing a saved response, so teammates do not rely on outdated wording.
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