Creating Saved Reply Templates

Create reusable reply templates to speed up your customer support responses.

Accessing Saved Replies

1. Go to Settings menu (⚙️ icon)
2. Click "Saved Replies"
3. Or visit /saved-replies directly

Creating a New Template

1. Click "Add New Reply" button
2. Fill in the template details
3. Click "Create Reply"

Template Fields

Title

A descriptive name for your template:

• "Thanks for contacting us"
• "Account setup instructions"
• "Refund request acknowledgment"
• "Feature request received"

Shortcut (Optional)

A quick command to insert the template:

• /thanks - Insert thank you message
• /refund - Insert refund template
• /setup - Insert setup instructions

When typing in a reply, typing the shortcut automatically replaces it with the template text.

Reply Text

The actual template content. You can use:

• Plain text
• Markdown formatting
• Placeholders (mentally, like [Customer Name])

Example Templates

Welcome Message

Title: Welcome Message
Shortcut: /welcome
Text:

Hi [Customer],

Welcome to [Product]! We're excited to have you on board.

If you have any questions, feel free to reach out anytime.

Best regards,
Support Team

Issue Acknowledgment

Title: Issue Acknowledged
Shortcut: /ack
Text:

Hi [Customer],

Thanks for reporting this issue. We've received your message and our team is looking into it.

We'll get back to you within 24 hours with an update.

Best regards,
Support Team

Feature Request

Title: Feature Request Received
Shortcut: /feature
Text:

Hi [Customer],

Thank you for your feature request! We appreciate your feedback.

We've logged this request and will consider it for future updates. We'll let you know if this feature is added.

Best regards,
Support Team

Best Practices

Keep Templates Flexible

• Use placeholders for names/details
• Leave room for personalization
• Don't make templates too specific

Use Markdown

• Format your templates with markdown
• Use bold for important information
• Add structure with line breaks

Organize by Category

Create templates for common scenarios:

• Welcome messages
• Issue acknowledgments
• Instructions
• Closing messages

Regular Updates

• Review templates periodically
• Update outdated information
• Remove unused templates

Editing Templates

1. Click the edit icon (✏️) on any template
2. Update the fields
3. Click "Save Changes"

Deleting Templates

1. Click the delete icon (🗑️) on any template
2. Confirm deletion
3. Template is permanently removed

Related Topics

• Using shortcuts in replies
• Managing saved replies
• Best practices for saved replies
• Replying to customer messages