Saved Replies For Chat

A saved reply is a snippet of text that can be quickly added when chatting with a customer. Using saved replies is a great way to tackle issues that require a standard or simple response. 

You must have the Manage saved replies permission to edit saved replies. See User Roles and Permissions for help there.

Create Saved Replies For Chat

1

Head over to Manage > Inbox(es), choose your inbox, then click Saved Replies from the left sidebar.

2

Click New Saved Reply at the top of the page.

3

Give your new reply a name, then compose your reply in the chat content text editor. You can create a reply for use in chat or email conversations only, or a reply that includes both a chat and an email version. Note that the chat version only supports plain text.

Click Save.

Convert Email Saved Replies

Quickly copy the content you've previously stored as a saved reply for email into the chat section, or start from scratch.

1

Head over to Manage > Inbox(es), choose your inbox, then click Saved Replies from the left sidebar.

2

Search for or scroll down to find the saved reply you'd like to edit, then click on the name to open the content editor.

3

Click Copy email content to copy the email version into the chat version. Variables and line breaks will be kept in your reply. HTML, pre-formatted code, and inline images will be removed, and any URLs will be shown in full.

You can also click Start from scratch to open a blank chat content editor.

4

Click Save Reply.

Use a Saved Reply in Chat

Just open the shortcut menu while in a chat and choose Saved Reply to insert the chat content of that saved reply into the chat response field.

Check out About the Chat Shortcut Menu for more on that menu.