Save canned replies for common questions

Create plain-text canned replies in DashVue and drop them into the message composer in one click to answer common buyer questions faster.

If you answer the same buyer questions over and over (postage times, returns, bundle discounts), you can save the answer once as a canned reply and drop it into the message composer with a single click, instead of retyping it every time.

Where canned replies live

Canned replies are managed in Settings → Preferences, under the Message reply templates card. This is where you create, review and delete your saved replies. They are not tied to a single conversation: once saved, a reply is available for any message in your inbox.

Create a canned reply

  1. Go to Settings → Preferences and scroll to the Message reply templates card.
  2. In the form at the bottom of the card, give the template a short title (for example Dispatch confirmation) so you can recognise it later.
  3. Type the Message exactly as you want it to appear to a buyer.
  4. Press Add template. It now sits in the list above the form, ready to reuse.

Repeat this for each question you answer often, for example dispatch times, combined postage for multiple items, or your returns policy. Each saved template shows its title and a short preview, with a bin button to remove it.

DashVueAsk DashVueAIOVERVIEWShipDashboardCalendarSTOCKStockRepricerSELLINGOrdersOffers3ReturnsMessagesFeedbackFINANCEReportsTax centreExpensesCost of GoodsInsightsSettingsSAccountseller@example.comOverviewGENERALAccountBillingTeamBUSINESSBusiness ProfileInvoicesPick ListWORKFLOWeBay ConnectionBusiness PoliciesShipping IntegrationListing ViolationsAlertsADVANCEDUsagePreferencesAsk DashVueRoadmapDanger ZoneSimpleACTIVEEdit a per-item cost directly on your Inventory page.New orders pull the cost from inventory; you canoverride any single order's COGS too.AdvancedUpload supplier invoices and use AI to match lineitems to inventory. Unlocks the Cost of Goodsdashboard, purchase log, and supplier tracking.Your data is preserved when you switch. Costs set in Simple stay attached to inventory rows.Sidebar VisibilityControl which pages appear in the sidebar. The setup wizard configures this based on your goals.Show all pagesOverride goal-based filtering and show every page in the sidebarSaves as soon as you flip it, then refreshes the sidebar.Message reply templatesCanned replies you can drop into a buyer message in one click from the inbox.Dispatch timeThanks for your message. We dispatch all orders within 2 workingdays by Royal Mail, Monday to Friday.Combined postageHappy to combine postage. Add both items to your basket andrequest a total from us before you pay.Returns policyYou have 30 days from delivery to send the item back for a fullrefund. Just open a return request and we will take it from there.New template titlee.g. Dispatch confirmationMessageThanks for your order! It's been posted today and shouldarrive in a few days.Add templateSave changes
The Preferences page scrolled to the highlighted Message reply templates card, between the Sidebar Visibility section above and the Save changes bar below. Saved replies sit at the top of the card, with the New template title and Message fields plus Add template beneath them.

Use a canned reply in the composer

ALalex_collectorBuyer questionalex_collector · 1hHi, when will my order be posted?Thanks for your message. We dispatch all orders within 2 working days by RoyalMail, Monday to Friday.[Sample template text - plain text only, no merge fields]96/4000 · ⌘/Ctrl + Enter to sendDispatch timeCombined postageReturns policyDraft with AITemplatesClearSend reply
In a buyer conversation, the Templates button opens a popover of your saved reply titles. Picking one drops its full plain-text wording straight into the composer, ready to tweak before sending.
  1. Open a buyer message in your DashVue inbox.
  2. In the message composer, press Templates and pick the saved reply you want from the list.
  3. The full text drops straight into the composer in one click. If you have already started typing, it is added on after a blank line.
  4. Read it over, adjust anything that needs to be specific to this buyer or item, then send.

What canned replies can and cannot do

Canned replies in DashVue are plain text only. There is no dynamic merge field support, so a saved reply cannot automatically pull in the buyer’s name, the item title, order number or any other detail from the conversation.

Honest limit: plain text only, no merge fields

A canned reply always inserts the exact text you saved, word for word. It will not fill in the buyer’s name, the item title, or any other detail for you. If a reply needs to reference something specific to that buyer or order, add it in yourself after the template drops into the composer, before you send.

Delete or update a template

Go back to the Message reply templates card in Settings → Preferences whenever your policies change (a new dispatch time, an updated returns window). Use the bin button on a template to delete one you no longer need, then add a fresh version with the updated wording. Changes apply the next time you use that template in the composer.

Keep templates general, not buyer-specific

Because there are no merge fields, the most useful canned replies are ones written generally enough to suit any buyer (for example, your standard dispatch and returns wording), with a gap left for you to add the one or two details that differ each time.

Last updated 2026-07-05.

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