Within the Canned replies you can build a library of answers to frequently asked questions (FAQ) as well as to be delivered based on a timer. 

For example - you could build out answers based on a phrase, for speedy responses (example: what are your opening hours?

Or you could build out an automated message if your support team hasn't answered after a particular period of time. (or the customer hasn't responded to your last message for 60 seconds)