Saved replies
Saved replies are canned responses you write once and reuse. For the questions you answer over and over, refund policy, shipping times, business hours, a saved reply lets you respond in a couple of clicks instead of retyping, and keeps everyone on your team giving the same consistent answer.
Creating saved replies
Saved replies are managed in Settings > Chat, on the Saved Replies tab. To add one:
- Enter a Title to identify the reply, such as "Refund policy".
- Write the Reply content, the actual message that gets inserted.
- Optionally add a Shortcut, a short memorable handle like #refund, to label the reply.
- Click Add.
Your saved replies appear in a list below, which is your reusable library.
Using them in conversations
In the inbox, while you have a conversation open, click the Saved replies button in the message composer. A searchable list of your replies opens, and you can filter it by typing part of a title or the content. Click the one you want and its text drops into the composer.
From there you can send it as is, or edit it first to add a name or a specific detail before sending. This makes even a personalized reply fast, since the bulk of it is already written.
Keeping them current
Because saved replies keep your answers consistent, it is worth keeping them accurate. From the Saved Replies tab you can edit a reply to update its wording, or delete ones you no longer use. Review them when a policy changes, for example your return window or shipping times, so your team never sends an out-of-date answer.