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Because anyone can save one and nobody owns them. A year later there are nine versions of the same answer, three describing behaviour that changed two releases ago.
A canned response is a saved reply with an owner, a review date and placeholders that fill from the customer record.
Each response has a named owner and a review date, and shows as stale when it passes. Placeholders pull the customer's name, plan and renewal date live, so nothing is a frozen snapshot.
A question arriving forty times a month has one reviewed answer. The agent inserts it, adds the customer-specific sentence, and sends — rather than rewriting the explanation each time.
It will not send itself. A macro drafts into the reply box; a person sends it, because a saved answer applied to the wrong situation reads worse than a slow one.
A macro can insert text, set a status, assign, add a tag and start a follow-up — the routine actions that accompany a routine answer.
Yes, by queue, product or language.
It is flagged to its owner and marked stale to anyone about to send it.
A missing value blocks sending rather than emitting a blank.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.