Writing a canned reply people do not hate

The difference between a template that saves time and one that costs you a customer.

Lead with the answer

Not with an apology, not with a restatement of their question. The first sentence should tell them what to do or what will happen.

Leave gaps on purpose

A good template has one or two places the agent must personalise. If it can be sent untouched, it will be, and customers can always tell.

Use placeholders for facts, not feelings

Name, ticket number and order reference should fill automatically. Empathy should not be a merge field.

Review quarterly

An out-of-date canned reply is worse than no canned reply, because it is sent confidently.