/ in the Inbox composer and the list appears; pick one and it fills the box, ready to edit before you send. The composer calls them Saved replies; they are managed under Settings → Canned replies.
Canned replies are shared by the whole workspace. There are no private libraries — the point is that everybody answers the same question the same way.
Using one
1
Type a slash
In the composer, type
/. The list opens above the box. Keep typing to narrow it — /ref finds refund-policy.2
Pick one
Arrow up and down to move, Enter to insert, Esc to clear. A mouse click works too, and does not take focus out of the composer.
3
Edit and send
The reply replaces what was in the box, with the cursor at the end. Change anything you want before sending.
/ menu only opens while the box contains nothing but the shortcut. Deleting the slash closes it, and an ordinary message that happens to start with / still sends normally.
Without the slash
The lightning button in the composer toolbar — Saved replies — opens the same menu without typing anything. A reply picked this way is inserted where your cursor is, beside whatever you have already written, instead of replacing it. Typing anything closes the menu. Saved replies are for replies, not private notes, and the menu does not open while the reply window is closed or for members with the Viewer role. If the workspace has no canned replies yet, the menu says so — No saved replies yet — and points at Settings → Canned replies.Managing them
Go to Settings → Canned replies. Any member who can send messages can add, edit and delete them.1
New reply
Click New reply.
2
Name it
The Name is what the team sees in the list — “Refund policy”. Up to 80 characters.
3
Check the shortcut
The Shortcut fills itself in from the name (“Refund policy” becomes
refund-policy) until you type your own. Lower-case letters, numbers, - and _, up to 32 characters. It has to be unique in the workspace; a clash is refused by name.4
Write the message
The Message is the text that lands in the composer. Up to 4096 characters, and the counter under the box tracks it.
/shortcut, how many times it has been used, and the first couple of lines of the body, with edit and delete buttons on each row.
Deleting a reply only stops it being offered. Messages already sent with it are unaffected.