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How do I create predefined email responses (Canned Responses)

Rather than typing a email message to your customers every time, you can create predefined messages that you can use over and over again, saving you time. These predefined messages are called Canned Responses.

This article covers:

Where Canned Responses are used

Order Listings

On order listings in the control panel, select the orders on the left hand side, then scroll down to Bulk Actions and select Email > Message or Email > Order or Invoice.

An email form will display addressed to the customers whose orders you selected. If the same customer is selected more than once, they will receive multiple emails.

If you selected Order or Invoice, the email will contain a copy of the selected order.


Order Details

While viewing an order in the control panel, click on the Email Order or Email Tax Invoice button. A pop-up window will appear with the order/invoice details in the email.


Customer Listings

When viewing a list of customers, you can select the customer on the left hand side and scroll to the bottom of the page and select With Selected > Email Selected > Message.


Customer Card

While view the customer's card, click on the envelope icon to the right of the email address.

Returns & Credits

Select an RMA and click on the E-mail Customer tab.

How to add a Canned Response to an email

Once you have the email open, select the Canned Response Type and Canned Responses.

Add a new Canned Response

  1. From the Neto dashboard, navigate to Setup & Tools > All settings and tools > System Templates tab > Canned Responses then click Add New Canned Responses.

  2. Enter the default email subject.

  3. If you want to include file attachments with this response, set Email Attachments to Enable.

  4. You can organise the responses by setting a Type. See Add a new Canned Response Type for details on how to create types.

  5. The Internal Description is for your reference only. It will not be included in the email.

  1. Under the Response Body section, click on the WYSIWYG Editor tab to enter the email content.

  2. You can use codes (called tags) in your email that will be replaced with details from the customer, order, RMA or your web site details. Refer to our designer documentation for the list of the tags you can use.



  1. If you want an attachment included with the response, under the Attachments section, select Browse or Choose File. You can attach more than one file to the response.

  2. Save the response.

Modify an existing Canned Response

To modify an existing canned response, navigate to Setup & Tools > All settings & tools. Click on the System Templates tab and click on Canned Email Responses and select the response you would like to edit.

Add a new Canned Response Type

You can organise the canned responses to make it easier to select. Creating different canned response types and then you can assign the responses to the type. To add a new type, navigate to Setup & Tools > All settings & tools. Click on the System Templates tab and click on Canned Email Response Types and click on Add New Canned Responses Types.

Enter a Name for the type and a Description and Save.

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Last Modified: 18/07/2018 Neto Version: 6.8