Prerequisites
- Access to canned responses in Sookly.
- Approved baseline wording for common scenarios.
Steps
- Go to Settings → Canned Responses and click Create.
- Name each response by intent (for example, billing-hours).
- Write concise text and add placeholders where needed.
- Organize responses by category for quick discovery.
- Test insertion in draft replies before team rollout.
- Review and update templates on a fixed monthly cadence.
What success looks like
- Agents respond faster on recurring question types.
- Tone and quality are consistent across shifts.
- Outdated templates are actively retired.
Common issues and fixes
Issue: Templates are hard to find during busy periods.
Fix: Use naming conventions and reduce duplicate variations.
Issue: Responses include old policy details.
Fix: Assign template owners and mandatory update checkpoints.