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Use a saved reply

When you reply to a customer yourself:
  1. Type / in an empty reply box, or press Saved replies under it.
  2. Search by name or words, then pick one.
  3. Check the text, change anything you need, and send it.
A saved reply is never sent on its own. Picking one only fills the reply box.

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Names filled in for you

A saved reply can include:
  • {customer_name}: the customer’s first name.
  • {business_name}: your business’s name.
  • {agent_name}: the first name of the person replying.
When a name isn’t known, it is left out. “Hi , thanks.” becomes “Hi, thanks.”

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Manage your saved replies

Owners and admins add, edit and delete saved replies on the Saved replies page in the sidebar. Everyone on the team can use them. Every business starts with a few general ones. Change them to sound like you, or delete them.