# 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:

| Placeholder               | Becomes      |
| ------------------------- | ------------ |
| `{{customer.first_name}}` | Alex         |
| `{{agent.first_name}}`    | Jordan       |
| `{{conversation.id}}`     | 10482        |
| `{{workspace.name}}`      | Acme Support |

```text
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}}
```

:::tip Insert faster
In the composer, type `#` followed by the reply name, e.g. `#refund`, and press `Enter`.
:::

:::note
A placeholder with no value (for example a customer with no first name) is replaced with an empty string. Write your replies so they still read well when that happens.
:::