Write saved replies

Saved replies are reusable answers to the questions you get every day. Write one once, then insert it in two keystrokes.

Create a saved reply#

1. Go to Settings › Saved replies and select New reply.
2. Give it a short name your team will search for, like Refund policy.
3. Write the answer. Add placeholders where the text changes per customer.
4. Choose who can use it: Everyone, a team, or only you.

Use placeholders#

Placeholders are replaced when you insert the reply:

Hi {{customer.first_name}},

Thanks for reaching out! I've issued a full refund for order {{conversation.id}}.
It usually shows up within 5–10 business days.

Best,
{{agent.first_name}} from {{workspace.name}}