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Overview

Canned responses are pre-written messages you save in Knead and insert into inbox replies with one tap. They help you respond to common customer questions quickly and consistently without retyping the same words every day.

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What Canned Responses Are

Think of canned responses as your go-to message templates. If you find yourself typing the same reply — confirming an order pickup time, explaining your payment process, or thanking a customer — a canned response lets you save it once and reuse it forever. Each canned response has three parts:
  • Label — A short name so you can find it fast (for example, “Pickup Confirmation” or “Payment Follow-Up”).
  • Content — The full message text that gets inserted into your reply.
  • Category — An optional grouping to keep your responses organized.

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Creating a Canned Response

  1. Tap Settings in the main navigation.
  2. Tap Canned Responses.
  3. Tap Add Response.
  4. Enter a label that describes the message (keep it short and scannable).
  5. Write the content — the full text of the reply you want to reuse.
  6. Choose a category to group it with similar responses.
  7. Save.
Your new canned response is ready to use in any inbox reply.
Pro tip: Write canned responses in a warm, conversational tone. Even though the text is pre-written, it should sound like you.

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Organizing by Category

Categories help you find the right response quickly, especially as your list grows. Some useful categories to start with:
  • Order Updates — Messages about order status, timelines, and pickup details.
  • Payment Follow-Ups — Gentle reminders about outstanding invoices.
  • Thank Yous — Post-order appreciation messages.
  • FAQs — Answers to common questions about your products, ingredients, or process.
You can create whatever categories make sense for your business. There is no limit.

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Using Canned Responses in Your Inbox

When you are replying to a customer in your inbox, you can insert a canned response instead of typing from scratch.
  1. Open a conversation in your Inbox.
  2. Tap the canned response picker in the reply area.
  3. Browse by category or search for the response you need.
  4. Tap the response to insert it into your reply.
  5. Edit the text if you need to personalize it for this customer.
  6. Tap Send.
The picker inserts the full content into the message field. You can modify it before sending — it is a starting point, not a locked template.
Good to know: Inserting a canned response does not send it automatically. You always have a chance to review and edit before tapping Send.

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Editing or Deleting Responses

Your canned responses evolve as your business does. To update or remove one:
  1. Go to Settings then Canned Responses.
  2. Tap the response you want to change.
  3. Edit the label, content, or category — or tap Delete to remove it.
  4. Save your changes.
Deleted responses are removed immediately and will no longer appear in the picker.
Still need help? Contact us