⚡ In short
- Saved replies are answers you send again and again.
- Add them under Tickets → Saved replies.
- Insert one with a click from the reply box in the Inbox or on a ticket.
- Write {name} and it becomes the customer’s first name.
Step 1: Add a saved reply
Open Tickets in the top bar, then Saved replies in the left menu. Give the reply a short Title (only your team sees it) and write the Reply. Press Save reply.
Step 2: Use it in a chat
In the Inbox, press the saved replies button next to the reply box and pick one. It is added to your message, where you can edit it before sending.
Step 3: Use it on a ticket
On a ticket, press Saved replies above the reply box. The reply is inserted where your cursor is.
Add the customer’s name automatically
Write {name} where the first name should go: “Hi {name}, your order ships today.” If the customer’s name is Priya Shah, it becomes “Hi Priya, your order ships today.” If there is no name, it becomes “Hi, your order ships today.”
12 saved replies to start with
| Title | Reply |
|---|---|
| Greeting | Hi {name}! Thanks for writing in. Let me check that for you. |
| Delivery time | Orders arrive in 3 to 5 working days. You get a tracking link by email as soon as it ships. |
| Tracking | You can track your order with the link in your SMS or email. Share your order number and I’ll check too. |
| Returns | You can return items within 7 days. We pick them up for free. |
| Refund timing | Refunds reach your account within 5 to 7 working days after we receive the item. |
| Payment options | We accept UPI, cards, net banking and COD. |
| Need more time | Good question, give me two minutes to check with the team. |
| Ask for order number | Could you share your order number? I’ll look it up right away. |
| Ask for email | Could you share your email? We’ll send the details there. |
| Price list | Here is our price list: yoursite.com/pricing |
| Closing | Is there anything else I can help with today? |
| Thank you | Thanks {name}, have a great day! 🙂 |
Keep them human
Saved replies keep facts accurate, but edit the first line so it answers what the visitor actually asked. More tips in how to sound human in live chat and on the canned responses page.
FAQ
Can my whole team use the same saved replies?
Yes. Saved replies are shared by everyone in your account.
How many can I save?
Up to 200.
Can the AI Agent use them?
The AI Agent answers from its own knowledge. Add the same facts there so both say the same thing.