Saved replies (message templates)

What saved replies are

Saved replies are answers your whole team can drop into any chat: opening hours, prices, how to book, where to find something. Each one has a short shortcut, like /hours.

Add or change a reply

1. Open Administration › Message templates.
2. Add a template. Give it a shortcut (the word you'll type after /, like refund) and the message.
3. Save. It's ready for everyone on the team straight away.

Only admins and managers can add, change or delete templates. Agents can use them.

Use one in a chat

• In the reply box, type / and the start of a shortcut, then pick the reply. Or open Message templates from the reply box.
• The text goes into the reply box, not straight to the visitor, so you can make it personal before you send it.

Tips

• Start with the five questions you answer most often.
• Keep shortcuts short and easy to guess: /hours, /price, /book.
• For longer answers customers can read by themselves, write a help article instead: Build a help center.