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Create a saved reply

Save an answer your team sends often, with blanks for what changes each time.

3 minutesOwners and adminsUpdated

Before you start

Section titled “Before you start”
  • Admin or manager role. Agents can use saved replies but not create them.

Create the reply

Section titled “Create the reply”

  1. Go to Inbox > Saved replies and click Add response.

  2. In Name, enter what the reply is for, like Order tracking. Agents search by it.

  3. In Shortcut, enter a short word, like track. Agents type /track to find it.

  4. In Content, write the message. To fill in details, click below the box: Customer name, Phone number or Your name are filled in by themselves; + Blank to fill adds a gap the agent fills in before sending.

  5. Optional: choose a Category, add an Attachment, or add Buttons.

  6. Click Create.

    Open in Soosh

The Live preview shows the message with example values. Blanks show as gaps.

Result

Section titled “Result”

The reply is in the list and every agent can send it straight away by typing /track. Turn off Active to hide it without deleting it.

Section titled “Related”