Saved Replies

Saved replies are prewritten messages your team can drop into a chat in a couple of keystrokes, so you answer common questions fast and consistently.

What saved replies are for

A saved reply pairs a short shortcut (like thanks) with a longer body of text. When you are typing to a visitor in the inbox, you pull the reply up by its shortcut and insert the full body instead of writing it out every time. Replies are shared across your whole workspace, so everyone draws from the same catalog.

This page is the catalog manager. It lives at /canned-responses(shown as Replies in the app), and it is where you create, edit, and delete the replies your team uses in chat.

The Saved replies page

The page has two parts side by side:

• The list on the left shows every saved reply in the workspace. Each row shows the shortcut (with a leading slash, for example/thanks) and a preview of the body, along with Edit and Delete buttons. A counter at the top tells you how many replies you have.
• The form on the right is where you add a new reply or edit an existing one. It has a Shortcut field and a Body field.

Before you save anything, the list shows an empty state that reads "Nothing saved yet. Add your first reply on the right."

Creating a saved reply

1. In the New reply form on the right, type aShortcut. This is the keyword you will type to find the reply later. The slash is added for you, so just enter the word (for example thanks). Shortcuts can be up to 40 characters.
2. Type the message text in the Body field. This is what gets inserted into the chat. The body can be up to 4000 characters, and a live counter shows how many you have used.
3. Click Create. Both fields are required, so if either is empty you will be asked to fill them in. The new reply appears in the list, sorted by shortcut.

Editing and deleting

To change a reply, click Edit on its row. The form on the right switches to Edit reply and loads the current shortcut and body. Make your changes and click Save changes, or clickCancel to leave it untouched.

To remove a reply, click Delete on its row. You are asked to confirm first (the prompt names the shortcut you are about to delete), and the reply is removed once you confirm.

Using replies in the inbox

Saved replies show up right in the message composer while you are chatting with a visitor. To use one:

1. Type / at the start of the message box. ASaved replies picker opens above the composer.
2. Keep typing to filter. As you add letters after the slash, the picker narrows to replies whose shortcut starts with what you typed. It shows up to six matches at a time.
3. Choose one. Click a match, or use the Up and Down arrow keys to move through the list and press Enter (or Tab) to insert it. Press Escape to close the picker without picking anything.

Inserting a reply replaces your draft with its body, so you can edit the text before sending. If you have no replies yet, the picker says so; if nothing matches what you typed, it tells you there are no matches. The picker also has a Manage saved replies link that opens this page in a new tab.

Sharing and visibility

Saved replies belong to the workspace, not to an individual. Anyone on your team who can reply to chats sees and can use the same set of replies, and a reply you create, edit, or delete changes it for everyone. Keep this in mind before editing or removing a reply your teammates may rely on.

Related: see the Inbox for the full chatting workflow where these replies are used, and Ratingsto see how visitors score the conversations you handle.