What are saved replies?
Saved replies (also called message templates) are pre-written text snippets you can insert into any conversation with a single keystroke. They're ideal for greeting messages, common answers to FAQs, closing statements, and any response your team sends regularly.
Templates are per-agent — each team member creates and manages their own. They are not shared across the team by default.
Create a saved reply
- Go to Settings → Message Templates.
- Click Add template.
- Give it a short, descriptive name — this is what you'll search for when inserting.
- Write the message content.
- Click Save.
Edit or delete a template
On the Message Templates page, each template shows a pencil icon to edit and a trash icon to delete. Use the search box at the top to find a specific template by name.
Insert a saved reply in a conversation
There are two ways to trigger the saved replies picker inside the inbox:
- Type
/in the input bar — the picker opens immediately, showing all your templates. Keep typing to filter by name. - Click the Insert button in the input toolbar, then choose Templates.
Select a template from the list to insert it. If you triggered the picker by typing /, the template replaces the slash. Otherwise the template is appended (with a leading space) to whatever's already in the input. Your cursor returns to the input bar so you can edit before sending.
On narrow screens the Insert button collapses into the hamburger (≡) menu — open it and pick Insert → Templates. The / shortcut works at any width.
Tips for good templates
- Name templates by situation, not by content — Greeting — first contact is easier to find than Hi there welcome.
- Keep templates as starting points, not final replies. Personalise before sending.
- Avoid putting sensitive or account-specific information in templates.
What's next
For AI-generated drafts that go beyond pre-written templates, see Use AI in the inbox.