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
- In the left menu, open Settings → Organization settings → Message templates.
- Click Add template.
- Optionally give it a short, descriptive name — this is what you'll search for when inserting. If you leave it empty, the template is listed by the start of its message.
- Write the message.
- Click Save.
Edit or delete a template
On the Message templates page, each row has a pencil icon to edit and a trash icon to delete. Use the search box above the table to find a specific template by its name or message.
Change the order of your templates
The saved replies picker lists your templates in the order shown in the Order column on the Message templates page. Use the up and down arrows on a row to move that template one place. New templates are added at the end of the list.
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 in your order. Keep typing to filter by name or message. - 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.