Saved Replies

Save time by creating pre-written responses for common questions. Agents can insert these with one click during a conversation.

How to get there: Open any conversation in Inbox → click the Saved Replies icon in the reply toolbar → click Manage.

Personal vs Team Replies

The "Manage Saved Replies" modal has two tabs:

  • My Replies - Personal replies visible only to you across every chatbot.
  • Team Replies - Replies shared with everyone on the same chatbot (available only when you're inside a conversation tied to a chatbot).

Creating a Saved Reply

  1. Open any conversation in the Inbox
  2. Click the Saved Replies icon in the reply toolbar
  3. Click Manage
  4. Choose the My Replies or Team Replies tab
  5. Click New Reply
  6. Enter a title (short, for easy identification)
  7. Write the content and optionally set a category
  8. Click Save

Using Saved Replies

During a conversation:

  1. Click the Saved Replies icon in the reply toolbar
  2. Browse or search your replies
  3. Click one to insert it into the reply field
  4. Edit if needed, then send

Best Practices

Organize by Category

Create replies for different scenarios:

  • Greetings - Welcome messages
  • Common Questions - Pricing, hours, shipping
  • Troubleshooting - Step-by-step guides
  • Closing - Thank you messages

Use Personalization

Make replies feel personal by leaving space for customization:

"Hi [Name], thanks for reaching out! I'd be happy to help with..."

Keep Them Updated

Review saved replies regularly to ensure:

  • Information is current
  • Links are working
  • Tone matches your brand

Examples

Welcome Message

"Hi there! Thanks for reaching out to our support team. I'm here to help. Could you tell me more about what you need assistance with?"

Pricing Inquiry

"Great question! Our pricing plans start at $X/month. You can see all options at [link]. Would you like me to recommend a plan based on your needs?"

Request More Info

"To help you better, could you provide a bit more detail about [topic]? That will help me give you the most accurate answer."

Closing Message

"I'm glad I could help! Is there anything else you need assistance with today? If not, have a great day!"

Made with ProductLift