Saved Replies

Respond Faster with Templates

Saved replies are reusable email templates that help you respond quickly and consistently to common questions. Write it once, use it hundreds of times, and customize as needed.

The saved replies library showing template categories and quick actions

Creating a Saved Reply

  1. Navigate to Saved Replies

    Click your profile → Settings → Saved Replies

  2. Click "New Saved Reply"

    Give it a memorable name like "Refund Policy" or "Welcome Message"

  3. Write Your Template

    Compose the message with placeholders for personalization

  4. Add a Shortcut (Optional)

    Create a quick code like /refund for instant access

  5. Save and Start Using

    Your template is now available to the entire team

Using Saved Replies

📝 From the Compose Window

  1. Start composing a reply
  2. Click the "Saved Replies" button (template icon)
  3. Select your template from the list
  4. The template inserts at your cursor position
  5. Customize as needed and send

⚡ Using Shortcuts

  1. While composing, type your shortcut (e.g., /welcome)
  2. Click the suggestion when it appears
  3. Template expands instantly
  4. Fill in any placeholders

🔍 Search and Insert

  1. Click the "Saved Replies" button while composing
  2. Start typing to search templates
  3. Select from filtered results
  4. Template inserts and you can edit
Inserting a saved reply into a conversation with dynamic placeholders

Dynamic Placeholders

Make your templates smart with placeholders that auto-fill:

Customer Information

  • {{customer_name}} - Customer's full name
  • {{first_name}} - First name only
  • {{email}} - Customer's email address
  • {{company}} - Customer's company

Agent Information

  • {{agent_name}} - Your name
  • {{agent_signature}} - Your email signature
  • {{team_name}} - Your team's name
  • {{agent_title}} - Your job title

Conversation Details

  • {{ticket_id}} - Conversation ID
  • {{subject}} - Email subject line
  • {{date}} - Current date
  • {{time}} - Current time

Custom Fields

  • {{custom:field}} - Prompts for input
  • {{select:options}} - Dropdown choices
  • {{required:info}} - Must be filled
  • {{optional:note}} - Can be left blank

Saved Reply Examples

🎉 Welcome Message

Hi {{first_name}},

Welcome to {{team_name}}! We're excited to have you as a customer.

Your account is all set up and ready to go. Here are some quick links to get you started:

  • Getting Started Guide: {{custom:guide_url}}
  • Video Tutorials: {{custom:video_url}}
  • Support Documentation: {{custom:docs_url}}

If you have any questions, just reply to this email and we'll be happy to help!

Best regards,
{{agent_signature}}

Shortcut: /welcome

💰 Refund Confirmation

Hi {{first_name}},

Your refund of {{required:amount}} has been processed successfully.

The refund will appear on your {{select:Credit Card|Bank Account|PayPal}} within 3-5 business days.

Transaction ID: {{required:transaction_id}}
Refund Date: {{date}}

{{optional:additional_notes}}

Thank you for your patience.

{{agent_signature}}

Shortcut: /refund

🔧 Troubleshooting Steps

Hi {{first_name}},

I understand you're experiencing {{required:issue}}. Let's try these troubleshooting steps:

  1. {{required:step1}}
  2. {{required:step2}}
  3. {{required:step3}}

After trying these steps, please let me know:

  • Did this resolve the issue?
  • If not, what error messages are you seeing?
  • What browser/device are you using?

Looking forward to getting this sorted for you!

{{agent_signature}}

Shortcut: /troubleshoot

Organizing Saved Replies

📁 Categories

Group templates by type for easier finding:

  • Greetings: Welcome, thank you, follow-up
  • Support: Troubleshooting, how-to, known issues
  • Billing: Refunds, invoices, payment issues
  • Account: Password reset, upgrades, cancellations
  • Closings: Resolution confirmations, surveys

🏷️ Naming Conventions

  • Use clear, descriptive names
  • Include category prefix: "Billing - Refund Process"
  • Add version numbers for variations: "Welcome v2"
  • Mark seasonal templates: "Holiday Hours 2024"

⌨️ Shortcut Best Practices

  • Keep shortcuts short and memorable
  • Use consistent patterns: /bill-* for billing
  • Avoid conflicts with common words
  • Document shortcuts for new team members

Team Collaboration

🌍 Shared Access

All saved replies are available to your entire team, ensuring consistent messaging across all agents.

📝 Version Control

  • Track who created and last edited each template
  • See timestamps for all changes
  • Keep notes about why templates were updated

👥 Permissions

  • Members: Can use all saved replies
  • Administrators: Can create, edit, and delete templates
  • Owners: Full control over template library

Pro Tips

💡 Leave Room for Personalization

Templates should be 80% complete. Always add a personal touch before sending.

📊 Track Performance

Monitor which templates get used most and update based on customer feedback.

🔄 Regular Reviews

Schedule quarterly reviews to update outdated information and remove unused templates.

🎯 A/B Testing

Create variations of templates to test which versions get better responses.

📚 New Member Onboarding

Include saved reply training in your onboarding process.

⚡ Combine with Rules

Use rules to suggest specific templates for certain types of inquiries.

Common Issues

Template not appearing?

  • Check you're in compose mode (not viewing)
  • Verify the shortcut is typed correctly
  • Ensure you have access to that template
  • Try refreshing the page

Placeholders not filling?

  • Some placeholders require manual input
  • Customer data may not be available for all fields
  • Check placeholder syntax is exactly correct

Can't edit templates?

  • Only administrators can modify saved replies
  • Contact your team admin for changes
  • Consider suggesting improvements via comments

Related Topics

Questions about saved replies? We're here to help!