diff --git a/addons/im_livechat/models/mail_channel.py b/addons/im_livechat/models/mail_channel.py
index b62a7c570aa..adb8d59ef0b 100644
--- a/addons/im_livechat/models/mail_channel.py
+++ b/addons/im_livechat/models/mail_channel.py
@@ -87,7 +87,9 @@ class MailChannel(models.Model):
 
     def _execute_command_help_message_extra(self):
         msg = super(MailChannel, self)._execute_command_help_message_extra()
-        return msg + _("Type <b>:shortcut</b> to insert a canned response in your message.<br>")
+        if self.channel_type == 'livechat':
+            return msg + _("Type <b>:shortcut</b> to insert a canned response in your message.<br>")
+        return msg
 
     def execute_command_history(self, **kwargs):
         self.env['bus.bus']._sendone(self.uuid, 'im_livechat.history_command', {'id': self.id})
diff --git a/addons/im_livechat/static/src/composer/suggestion_service_patch.js b/addons/im_livechat/static/src/composer/suggestion_service_patch.js
new file mode 100644
index 00000000000..83adf2ba677
--- /dev/null
+++ b/addons/im_livechat/static/src/composer/suggestion_service_patch.js
@@ -0,0 +1,72 @@
+/* @odoo-module */
+
+import { patch } from "@web/core/utils/patch";
+import { SuggestionService } from "@mail/composer/suggestion_service";
+import { cleanTerm } from "@mail/utils/format";
+import { _t } from "@web/core/l10n/translation";
+
+patch(SuggestionService.prototype, "im_livechat", {
+    getSupportedDelimiters(thread) {
+        return thread?.type === "livechat"
+            ? [...this._super(...arguments), ":"]
+            : this._super(...arguments);
+    },
+    /**
+     * Returns suggestions that match the given search term from specified type.
+     *
+     * @param {Object} [param0={}]
+     * @param {String} [param0.delimiter] can be one one of the following: ["@", ":", "#", "/"]
+     * @param {String} [param0.term]
+     * @param {Object} [options={}]
+     * @param {Integer} [options.thread] prioritize and/or restrict
+     *  result in the context of given thread
+     * @returns {[mainSuggestion[], extraSuggestion[]]}
+     */
+    searchSuggestions({ delimiter, term }, { thread } = {}, sort = false) {
+        if (delimiter === ":") {
+            return this.searchCannedResponseSuggestions(cleanTerm(term), sort);
+        }
+        return this._super(...arguments);
+    },
+
+    searchCannedResponseSuggestions(cleanedSearchTerm, sort) {
+        const cannedResponses = this.store.cannedResponses
+            .filter((cannedResponse) => {
+                return cleanTerm(cannedResponse.name).includes(cleanedSearchTerm);
+            })
+            .map(({ id, name, substitution }) => {
+                return {
+                    id,
+                    name,
+                    substitution: _t(substitution),
+                };
+            });
+        const sortFunc = (c1, c2) => {
+            const cleanedName1 = cleanTerm(c1.name ?? "");
+            const cleanedName2 = cleanTerm(c2.name ?? "");
+            if (
+                cleanedName1.startsWith(cleanedSearchTerm) &&
+                !cleanedName2.startsWith(cleanedSearchTerm)
+            ) {
+                return -1;
+            }
+            if (
+                !cleanedName1.startsWith(cleanedSearchTerm) &&
+                cleanedName2.startsWith(cleanedSearchTerm)
+            ) {
+                return 1;
+            }
+            if (cleanedName1 < cleanedName2) {
+                return -1;
+            }
+            if (cleanedName1 > cleanedName2) {
+                return 1;
+            }
+            return c1.id - c2.id;
+        };
+        return {
+            type: "CannedResponse",
+            mainSuggestions: sort ? cannedResponses.sort(sortFunc) : cannedResponses,
+        };
+    },
+});
diff --git a/addons/im_livechat/static/tests/composer_patch_tests.js b/addons/im_livechat/static/tests/composer_patch_tests.js
index 51b8fa263b5..b2d2808e892 100644
--- a/addons/im_livechat/static/tests/composer_patch_tests.js
+++ b/addons/im_livechat/static/tests/composer_patch_tests.js
@@ -1,7 +1,13 @@
 /** @odoo-module */
 
 import { startServer } from "@bus/../tests/helpers/mock_python_environment";
-import { afterNextRender, click, dragenterFiles, start } from "@mail/../tests/helpers/test_utils";
+import {
+    afterNextRender,
+    insertText,
+    click,
+    dragenterFiles,
+    start,
+} from "@mail/../tests/helpers/test_utils";
 import { editInput, nextTick, triggerHotkey } from "@web/../tests/helpers/utils";
 
 QUnit.module("composer (patch)");
@@ -87,3 +93,120 @@ QUnit.test('Receives visitor typing status "is typing"', async (assert) => {
     );
     assert.containsOnce($, ".o-mail-Typing:contains(Visitor 20 is typing...)");
 });
+
+QUnit.test('display canned response suggestions on typing ":"', async (assert) => {
+    const pyEnv = await startServer();
+    const channelId = pyEnv["mail.channel"].create({
+        anonymous_name: "Mario",
+        channel_member_ids: [
+            [0, 0, { partner_id: pyEnv.currentPartnerId }],
+            [0, 0, { partner_id: pyEnv.publicPartnerId }],
+        ],
+        channel_type: "livechat",
+        livechat_operator_id: pyEnv.currentPartnerId,
+    });
+    pyEnv["mail.shortcode"].create({
+        source: "hello",
+        substitution: "Hello! How are you?",
+    });
+    const { openDiscuss } = await start();
+    await openDiscuss(channelId);
+    assert.containsNone($, ".o-mail-Composer-suggestionList .o-open");
+    await insertText(".o-mail-Composer-input", ":");
+    assert.containsOnce($, ".o-mail-Composer-suggestionList .o-open");
+});
+
+QUnit.test("use a canned response", async (assert) => {
+    const pyEnv = await startServer();
+    const channelId = pyEnv["mail.channel"].create({
+        anonymous_name: "Mario",
+        channel_member_ids: [
+            [0, 0, { partner_id: pyEnv.currentPartnerId }],
+            [0, 0, { partner_id: pyEnv.publicPartnerId }],
+        ],
+        channel_type: "livechat",
+        livechat_operator_id: pyEnv.currentPartnerId,
+    });
+    pyEnv["mail.shortcode"].create({
+        source: "hello",
+        substitution: "Hello! How are you?",
+    });
+    const { openDiscuss } = await start();
+    await openDiscuss(channelId);
+    assert.containsNone($, ".o-mail-Composer-suggestionList .o-open");
+    assert.strictEqual($(".o-mail-Composer-input").val(), "");
+    await insertText(".o-mail-Composer-input", ":");
+    assert.containsOnce($, ".o-mail-Composer-suggestion");
+    await click(".o-mail-Composer-suggestion");
+    assert.strictEqual(
+        $(".o-mail-Composer-input").val().replace(/\s/, " "),
+        "Hello! How are you? ",
+        "canned response + additional whitespace afterwards"
+    );
+});
+
+QUnit.test("use a canned response some text", async (assert) => {
+    const pyEnv = await startServer();
+    const channelId = pyEnv["mail.channel"].create({
+        anonymous_name: "Mario",
+        channel_member_ids: [
+            [0, 0, { partner_id: pyEnv.currentPartnerId }],
+            [0, 0, { partner_id: pyEnv.publicPartnerId }],
+        ],
+        channel_type: "livechat",
+        livechat_operator_id: pyEnv.currentPartnerId,
+    });
+    pyEnv["mail.shortcode"].create({
+        source: "hello",
+        substitution: "Hello! How are you?",
+    });
+    const { openDiscuss } = await start();
+    await openDiscuss(channelId);
+    assert.containsNone($, ".o-mail-Composer-suggestion");
+    assert.strictEqual($(".o-mail-Composer-input").val(), "");
+    await insertText(".o-mail-Composer-input", "bluhbluh ");
+    assert.strictEqual($(".o-mail-Composer-input").val(), "bluhbluh ");
+    await insertText(".o-mail-Composer-input", ":");
+    assert.containsOnce($, ".o-mail-Composer-suggestion");
+    await click(".o-mail-Composer-suggestion");
+    assert.strictEqual(
+        $(".o-mail-Composer-input").val().replace(/\s/, " "),
+        "bluhbluh Hello! How are you? ",
+        "previous content + canned response substitution + additional whitespace afterwards"
+    );
+});
+
+QUnit.test("add an emoji after a canned response", async (assert) => {
+    const pyEnv = await startServer();
+    const channelId = pyEnv["mail.channel"].create({
+        anonymous_name: "Visitor 20",
+        channel_member_ids: [
+            [0, 0, { partner_id: pyEnv.currentPartnerId }],
+            [0, 0, { partner_id: pyEnv.publicPartnerId }],
+        ],
+        channel_type: "livechat",
+        livechat_operator_id: pyEnv.currentPartnerId,
+    });
+    pyEnv["mail.shortcode"].create({
+        source: "hello",
+        substitution: "Hello! How are you?",
+    });
+    const { openDiscuss } = await start();
+    await openDiscuss(channelId);
+    assert.containsNone($, ".o-mail-Composer-suggestion");
+    assert.strictEqual($(".o-mail-Composer-input").val(), "");
+    await insertText(".o-mail-Composer-input", ":");
+    assert.containsOnce($, ".o-mail-Composer-suggestion");
+    await click(".o-mail-Composer-suggestion");
+    assert.strictEqual(
+        $(".o-mail-Composer-input").val().replace(/\s/, " "),
+        "Hello! How are you? ",
+        "previous content + canned response substitution + additional whitespace afterwards"
+    );
+    await click("button[aria-label='Emojis']");
+    await click(".o-mail-Emoji:contains(😊)");
+    assert.strictEqual(
+        $(".o-mail-Composer-input").val().replace(/\s/, " "),
+        "Hello! How are you? 😊"
+    );
+});
diff --git a/addons/mail/static/src/composer/suggestion_hook.js b/addons/mail/static/src/composer/suggestion_hook.js
index a6eec7b3e51..e696e8fc547 100644
--- a/addons/mail/static/src/composer/suggestion_hook.js
+++ b/addons/mail/static/src/composer/suggestion_hook.js
@@ -38,7 +38,6 @@ export function useSuggestion() {
             if (selectionStart > 0) {
                 candidatePositions.push(selectionStart - 1);
             }
-            const suggestionDelimiters = ["@", ":", "#", "/"];
             for (const candidatePosition of candidatePositions) {
                 if (candidatePosition < 0 || candidatePosition >= content.length) {
                     continue;
@@ -47,7 +46,11 @@ export function useSuggestion() {
                 if (candidateChar === "/" && candidatePosition !== 0) {
                     continue;
                 }
-                if (!suggestionDelimiters.includes(candidateChar)) {
+                if (
+                    !suggestionService
+                        .getSupportedDelimiters(comp.props.composer.thread)
+                        .includes(candidateChar)
+                ) {
                     continue;
                 }
                 const charBeforeCandidate = content[candidatePosition - 1];
diff --git a/addons/mail/static/src/composer/suggestion_service.js b/addons/mail/static/src/composer/suggestion_service.js
index abd5d2bc7ac..0d59344ab0c 100644
--- a/addons/mail/static/src/composer/suggestion_service.js
+++ b/addons/mail/static/src/composer/suggestion_service.js
@@ -2,7 +2,6 @@
 
 import { cleanTerm } from "@mail/utils/format";
 import { registry } from "@web/core/registry";
-import { _t } from "@web/core/l10n/translation";
 
 const commandRegistry = registry.category("mail.channel_commands");
 
@@ -19,6 +18,10 @@ export class SuggestionService {
         this.channelMemberService = services["mail.channel.member"];
     }
 
+    getSupportedDelimiters(thread) {
+        return ["@", "#", "/"];
+    }
+
     async fetchSuggestions({ delimiter, term }, { thread, onFetched } = {}) {
         const cleanedSearchTerm = cleanTerm(term);
         switch (delimiter) {
@@ -26,8 +29,6 @@ export class SuggestionService {
                 this.fetchPartners(cleanedSearchTerm, thread).then(onFetched);
                 break;
             }
-            case ":":
-                break;
             case "#":
                 this.fetchThreads(cleanedSearchTerm).then(onFetched);
                 break;
@@ -79,7 +80,7 @@ export class SuggestionService {
      * Returns suggestions that match the given search term from specified type.
      *
      * @param {Object} [param0={}]
-     * @param {String} [param0.delimiter] can be one one of the following: ["@", ":", "#", "/"]
+     * @param {String} [param0.delimiter] can be one one of the following: ["@", "#", "/"]
      * @param {String} [param0.term]
      * @param {Object} [options={}]
      * @param {Integer} [options.thread] prioritize and/or restrict
@@ -92,8 +93,6 @@ export class SuggestionService {
             case "@": {
                 return this.searchPartnerSuggestions(cleanedSearchTerm, thread, sort);
             }
-            case ":":
-                return this.searchCannedResponseSuggestions(cleanedSearchTerm, sort);
             case "#":
                 return this.searchChannelSuggestions(cleanedSearchTerm, thread, sort);
             case "/":
@@ -285,47 +284,6 @@ export class SuggestionService {
         };
     }
 
-    searchCannedResponseSuggestions(cleanedSearchTerm, sort) {
-        const cannedResponses = this.store.cannedResponses
-            .filter((cannedResponse) => {
-                return cleanTerm(cannedResponse.name).includes(cleanedSearchTerm);
-            })
-            .map(({ id, name, substitution }) => {
-                return {
-                    id,
-                    name,
-                    substitution: _t(substitution),
-                };
-            });
-        const sortFunc = (c1, c2) => {
-            const cleanedName1 = cleanTerm(c1.name ?? "");
-            const cleanedName2 = cleanTerm(c2.name ?? "");
-            if (
-                cleanedName1.startsWith(cleanedSearchTerm) &&
-                !cleanedName2.startsWith(cleanedSearchTerm)
-            ) {
-                return -1;
-            }
-            if (
-                !cleanedName1.startsWith(cleanedSearchTerm) &&
-                cleanedName2.startsWith(cleanedSearchTerm)
-            ) {
-                return 1;
-            }
-            if (cleanedName1 < cleanedName2) {
-                return -1;
-            }
-            if (cleanedName1 > cleanedName2) {
-                return 1;
-            }
-            return c1.id - c2.id;
-        };
-        return {
-            type: "CannedResponse",
-            mainSuggestions: sort ? cannedResponses.sort(sortFunc) : cannedResponses,
-        };
-    }
-
     searchChannelSuggestions(cleanedSearchTerm, thread, sort) {
         let threads;
         if (
diff --git a/addons/mail/static/tests/composer/composer_tests.js b/addons/mail/static/tests/composer/composer_tests.js
index 72f25014727..e9405d594b7 100644
--- a/addons/mail/static/tests/composer/composer_tests.js
+++ b/addons/mail/static/tests/composer/composer_tests.js
@@ -393,36 +393,6 @@ QUnit.test("add an emoji after a command", async (assert) => {
     assert.strictEqual($(".o-mail-Composer-input").val().replace(/\s/, " "), "/who 😊");
 });
 
-QUnit.test("add an emoji after a canned response", async (assert) => {
-    const pyEnv = await startServer();
-    const channelId = pyEnv["mail.channel"].create({
-        name: "Mario Party",
-    });
-    pyEnv["mail.shortcode"].create({
-        source: "hello",
-        substitution: "Hello! How are you?",
-    });
-    const { openDiscuss } = await start();
-    await openDiscuss(channelId);
-    assert.containsNone($, ".o-mail-Composer-suggestion");
-    assert.strictEqual($(".o-mail-Composer-input").val(), "");
-    await insertText(".o-mail-Composer-input", ":");
-    assert.containsOnce($, ".o-mail-Composer-suggestion");
-    await click(".o-mail-Composer-suggestion");
-    assert.strictEqual(
-        $(".o-mail-Composer-input").val().replace(/\s/, " "),
-        "Hello! How are you? ",
-        "previous content + canned response substitution + additional whitespace afterwards"
-    );
-
-    await click("button[aria-label='Emojis']");
-    await click(".o-mail-Emoji:contains(😊)");
-    assert.strictEqual(
-        $(".o-mail-Composer-input").val().replace(/\s/, " "),
-        "Hello! How are you? 😊"
-    );
-});
-
 QUnit.test("add an emoji after a partner mention", async (assert) => {
     const pyEnv = await startServer();
     const partnerId = pyEnv["res.partner"].create({
diff --git a/addons/mail/static/tests/suggestion/suggestion_tests.js b/addons/mail/static/tests/suggestion/suggestion_tests.js
index bff5f6a4561..ddc256a2735 100644
--- a/addons/mail/static/tests/suggestion/suggestion_tests.js
+++ b/addons/mail/static/tests/suggestion/suggestion_tests.js
@@ -177,64 +177,6 @@ QUnit.test(
     }
 );
 
-QUnit.test('display canned response suggestions on typing ":"', async (assert) => {
-    const pyEnv = await startServer();
-    const channelId = pyEnv["mail.channel"].create({ name: "Mario Party" });
-    pyEnv["mail.shortcode"].create({
-        source: "hello",
-        substitution: "Hello! How are you?",
-    });
-    const { openDiscuss } = await start();
-    await openDiscuss(channelId);
-    assert.containsNone($, ".o-mail-Composer-suggestionList .o-open");
-    await insertText(".o-mail-Composer-input", ":");
-    assert.containsOnce($, ".o-mail-Composer-suggestionList .o-open");
-});
-
-QUnit.test("use a canned response", async (assert) => {
-    const pyEnv = await startServer();
-    const channelId = pyEnv["mail.channel"].create({ name: "Mario Party" });
-    pyEnv["mail.shortcode"].create({
-        source: "hello",
-        substitution: "Hello! How are you?",
-    });
-    const { openDiscuss } = await start();
-    await openDiscuss(channelId);
-    assert.containsNone($, ".o-mail-Composer-suggestionList .o-open");
-    assert.strictEqual($(".o-mail-Composer-input").val(), "");
-    await insertText(".o-mail-Composer-input", ":");
-    assert.containsOnce($, ".o-mail-Composer-suggestion");
-    await click(".o-mail-Composer-suggestion");
-    assert.strictEqual(
-        $(".o-mail-Composer-input").val().replace(/\s/, " "),
-        "Hello! How are you? ",
-        "canned response + additional whitespace afterwards"
-    );
-});
-
-QUnit.test("use a canned response some text", async (assert) => {
-    const pyEnv = await startServer();
-    const channelId = pyEnv["mail.channel"].create({ name: "Mario Party" });
-    pyEnv["mail.shortcode"].create({
-        source: "hello",
-        substitution: "Hello! How are you?",
-    });
-    const { openDiscuss } = await start();
-    await openDiscuss(channelId);
-    assert.containsNone($, ".o-mail-Composer-suggestion");
-    assert.strictEqual($(".o-mail-Composer-input").val(), "");
-    await insertText(".o-mail-Composer-input", "bluhbluh ");
-    assert.strictEqual($(".o-mail-Composer-input").val(), "bluhbluh ");
-    await insertText(".o-mail-Composer-input", ":");
-    assert.containsOnce($, ".o-mail-Composer-suggestion");
-    await click(".o-mail-Composer-suggestion");
-    assert.strictEqual(
-        $(".o-mail-Composer-input").val().replace(/\s/, " "),
-        "bluhbluh Hello! How are you? ",
-        "previous content + canned response substitution + additional whitespace afterwards"
-    );
-});
-
 QUnit.test('display channel mention suggestions on typing "#"', async (assert) => {
     const pyEnv = await startServer();
     const channelId = pyEnv["mail.channel"].create({