Saved replies

1. 11. In Support, click Saved replies.
2. 22. Click New reply.
3. 33. Type the Title and the Text, with the variables you want.
4. 44. Click Save.

You see the title when looking for it. Give it one that is clear at first sight, such as Area access or Edition dates.

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. That way the reply sounds personal even though you wrote it once.

1. 11. Open the conversation.
2. 22. Insert the saved reply from the reply field.
3. 33. Check the text and the variables with no value before sending.

You can edit it before sending to add something from that specific conversation. The changes only apply to that message and the saved reply does not change.

Start with the five questions you are asked most. They are usually about these topics.

• Access to the member area.
• The purchase invoice.
• The course dates.
• Session time changes.
• Cancelling a subscription.

Link in each one the Help Center article that explains it, so the buyer has it at hand next time.

The list counts how many times each reply has been used, so you know which ones to improve. If a question repeats a lot, it may be worth explaining it better on the product page or in the welcome email. When you delete a reply, the team stops seeing it. Those already sent do not change. Saved replies explains it.

Your frequent replies are saved. In the next chapter you see refunds and the guarantee.