How do I use saved replies?

Saved replies are ready answers you write once and your sellers use again and again. You keep them by category under Reply templates. In a chat, the seller presses the templates button, picks one, and it drops into the answer box ready to send.

Where to find it

Admin › CRM › Inbox › Replies & automations, then the tab Reply templates. (The page is called Gallery & templates.)

Making and changing templates needs the Inbox settings tick (Admin has it with the role, the owner always has it). Every seller who answers chats can use them.

Step by step

Add a template

1. Go to Admin › CRM › Inbox › Replies & automations and open Reply templates.
2. Under New template, write a Category (for example "Greeting", "Price", "Delivery"). Leave it empty and it goes under "General".
3. Write a Short name so sellers find it fast, for example "Delivery time".
4. Write the answer itself. Put {name} where the customer's name should go.
5. Press Add.

Use it in a chat

1. Open the chat.
2. Press the templates button (Ready answers) next to the answer box.
3. Type in Search… or look under the category, and click the template.
4. The text is added to the answer box. Change anything you need, then send.

Good to know

• {name} becomes the customer's name. If the name is not known, it is left out, so write the sentence so it still reads well, for example "Assalamu alaikum {name}! How can we help you?"
• Change or remove. Each saved template can be edited in place. Press the tick to save, or the bin to remove it.
• Order. Each template has an order number. Lower numbers show first in their category.
• Moving between categories. Change the category text of a template and save it.
• Nothing is sent by itself. Picking a template only fills the box. The seller still presses send, so they can make it personal.
• Picking a second template adds it on a new line below the first.
• The templates button shows in a chat only when at least one template exists.
• A template can be up to 2,000 characters.

Common problems

• Sellers do not see the templates button. No template has been saved yet. Add one in Reply templates.
• I cannot open Replies & automations. Your login needs the Inbox settings tick. Ask the owner.

Related

• How do I keep product photos ready to send in chats?
• How do I send photos, voice notes and files in a chat?
• How do I set a welcome message and an away message?
• How do I auto-answer messages with certain words?