Saved replies

Saved replies are your team's shared library of answers. Write an answer once, and anyone on the team can drop it into a reply on any case, with the customer's first name, your name and the case number filled in.

Use a saved reply

• On a case, press Saved replies above the reply box.
• Type in Filter to find one by its title or its wording.
• Press the reply's row. Its words go into the reply box, with the placeholders filled in from the case.
• Read it, change anything you like, and send it as you would any reply.

Press Hide saved replies to close the library.

Write a saved reply

• Open Saved replies on any case and press New.
• Give it a Title, such as "Bank feed — ask them to re-authorize".
• Write the Reply.
• If an article from your Knowledge base explains the answer, choose it under Article it links to the case. Each time the reply is used, that article is linked to the case for your team.
• Press Save.

Owners, Administrators, Supervisors and Agents can write saved replies. Each one is shared with everyone in your organization.

Placeholders

A saved reply can carry three placeholders, filled in when you insert it:

• {{customer_first_name}}: the contact's first name.
• {{agent_name}}: your name, from Settings.
• {{case_number}}: the number of the case you are on.

For example:

• Hi {{customer_first_name}},
• Thanks for getting in touch about case {{case_number}}. Here is what to do next.
• {{agent_name}}

When ContactRoll has a value, it fills the placeholder in. When it has none, for example a customer whose name is unknown, the placeholder stays on screen exactly as written, so you can spot it and type the name yourself before you send. Add your name on Settings so {{agent_name}} always fills in.

Change or delete a saved reply

The writer of a saved reply sees Edit and Delete on its row. Owners and Administrators can change or delete anyone's saved replies.

Saved replies and flows

An Owner or an Administrator can mark a saved reply with Let flows send it, so an automation flow may send it to customers. Editing the reply takes the mark off, so an Administrator checks the new words before a flow sends them again. Stop flows sending it removes the mark.