Answer faster with saved replies
Save the answers your team types every day and insert them in any conversation by typing / in the composer.
Saved replies are reusable answers for your whole team: opening hours, a refund policy, a link to the right help article. Write them once, then insert them in any conversation with a single keystroke. They work in every channel of the Conversations inbox: WhatsApp, Instagram, website chat, client portals, and email.
Create a saved reply
- Open Conversations and go to Saved replies.
- Click New reply.
- Give it a Title, write the Message, and optionally add a Shortcut.
The shortcut is a short keyword like opening-hours. It may contain lowercase letters, numbers, and dashes, and each shortcut can only be used once. A reply without a shortcut still works; you just find it by its title instead.
Saved replies belong to your company, so every teammate sees, uses, and can edit the same set. A company can hold up to 200.
Insert one while chatting
In any conversation composer:
- Type
/as the first character of an empty message. A menu with your saved replies opens. - Keep typing to narrow the list by shortcut, or pick an entry with the arrow keys.
- Press Enter. The reply's message lands in the composer as plain text.
The text is inserted, not sent. You can still edit it, add a personal line, and then send it like any other message.
Shortcuts pay off for the answers you send many times a day. /opening-hours, Enter, send. Two seconds instead of thirty.
The slash only triggers the menu at the start of an empty message. A / anywhere else, or a message that starts with / and already contains a space, is treated as normal text.
Edit or delete a reply
On the Saved replies page, each reply has Edit and Delete. Editing changes what gets inserted from then on; messages already sent stay as they were. Deleting removes the reply for the whole team and cannot be undone.
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