Eh, when you work customer support long enough, you end up answering tons of the same questions over and over, so having some canned messages isn't uncommon. You have numbers to hit, you've answered this question the fifth time this week, you're over typing it out again when it's going to be the same message with different phrasing. I can't imagine how many times people have complained about catfishing when it's a huge fucking problem with fat fucks.  The difference between being shitty and being good with these canned messages is not pasting a canned every single time, or maybe changing some subtle differences. Some shops have canneds ready to go for all the crew, but the good ones force you to write your own so that the same question has the same answer but different wording each time.