/ in the Inbox composer and the list appears; pick one and it fills the box, ready to edit before you send.
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.
If the workspace has no canned replies yet, the menu says so and points at where to add them.
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.