Saved replies
On this page
Here you save the texts your team repeats when replying. Each reply has a title, a text with variables and how many times it has been used.
How to get there
In Support, click Saved replies next to the inbox tabs. Only those who can handle support see it.
What you can do
- Create a saved reply.
- Use variables that fill in with each conversation's details.
- Edit or delete a reply.
Step by step
Create a reply
- 1. Click New reply.
- 2. Type the Title and the Text.
- 3. Click Save.
What happens next
Your team finds it when replying to a conversation. When inserted, the variables are replaced with that conversation's details and the text can be edited before sending.
Keep in mind
- You can only use the variables the screen lists.
- When you delete a reply, the team stops seeing it. Replies already sent do not change.
These roles can open this screen: owner, admin and support.
Frequently asked questions
Which variables can I use?
The screen lists the available variables while you write the text, such as the buyer's name or the product. When you insert the reply in a conversation, they are replaced with that conversation's details.
Does my whole team see them?
Yes. Saved replies belong to the business, so anyone on the team who handles support finds them when answering. How many times each one has been used helps you know which ones to improve.
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