Saved replies are answers you give often. Write them once, then insert them in two keystrokes.
Create a saved reply#
Go to Inbox → Saved replies and click New reply. Give it a short title you’ll recognize (it’s what you type to find it) and the message.
Personalize with the customer’s name#
Use {{name}} anywhere in the message. When you insert the reply, it becomes the customer’s first name, or there if you don’t know it.
Hi {{name}}, I've just issued a full refund. It usually shows up on your
statement within 5–10 business days. Anything else I can help with?Insert one while replying#
- In the composer, type / at the very start of the reply.
- Keep typing to filter by title.
- Use ↑ ↓ and press Enter to insert. Edit it if needed, then send.
Tips#
- Keep saved replies short and friendly; edit before sending when a customer needs more.
- If you paste the same saved reply more than a few times a week, turn it into a help article so the bot can answer it for you.