Saved replies help your team handle common customer questions more efficiently. Instead of typing the same response repeatedly, you can create reusable templates for frequently used messages, such as greetings, order updates, pricing information, troubleshooting steps, or follow-up instructions.

Using Saved replies helps your team:

• Respond faster during busy periods
• Keep answers consistent across different teammates
• Reduce manual typing and repetitive work
• Share approved wording for common scenarios
• Personalize replies with variables, such as the contact’s name or email

In Inbox settings, you can manage all Saved replies in one place. You can create new replies, update existing templates, add variables, attach files, and organize the list so your team can find the right response quickly.

Access the “Saved replies settings” page

To open the Saved replies settings page:

1. Click on the icon on the left navigation bar to go to the “Settings” page.
2. Under Inbox settings, click Saved replies.

The Saved replies page is divided into two main areas:

• Left panel: Shows your Saved reply list. Use this area to browse, search, filter, sort, and select Saved replies.
• Right panel: Shows the details of the selected Saved reply. Use this area to create or edit the reply title, message content, variables, and attachments.

When no Saved reply is selected, the right panel shows an empty state prompting you to select a Saved reply.

Create a Saved reply

Create a Saved reply when you want to reuse a common response in Inbox conversations.

To create a Saved reply:

1. In the “Saved replies settings” page, click “Create new reply” at the top right corner of the page
2. The editor will appear. Use this to enter the saved reply title, write the message content, insert variables, and upload attachments.
   
3. Enter a title in the title field.
4. Enter the reply content in the message editor.
5. Optional: Click “{} Variable” to insert a contact variable, such as the contact’s first name, email, phone number, last channel, or contact owner. Use variables when you want to personalize a saved reply without editing it manually each time you send it.
6. Optional: Upload attachments by dropping files into the upload area, or click to browse files. Add attachments when the saved reply should include reusable files, such as product brochures, pricing sheets, forms, images, or troubleshooting guides.
7. Click “Save”.

When you click + New reply, a draft item appears in the left panel. Once you start editing, an unsaved changes bar appears with Discard and Save actions.

Insert variables in a Saved reply

Variables help personalize Saved replies with contact-specific information.

To insert a variable:

1. Click inside the reply content editor.
2. Click “{} Variable”.
3. Select a variable from the list.

You can also type { directly in the content area to open the variable menu.

Add attachments to a Saved reply

You can attach files to a Saved reply when the response needs to include media or supporting documents.

To add an attachment:

1. Open or create a Saved reply.
2. Go to the upload area in the right panel.
   
3. Drop files into the upload area, or click to browse files from your device.
4. Click “Save”.

Saved replies with attachments display an attachment icon in the left panel.

Each Saved reply can include only 1 attachment. You cannot upload multiple files to the same Saved reply. To use a different file, remove the current attachment first, then upload another file.

Manage Saved replies

Use the search, filter, and sort controls at the top of the page to find the Saved reply you need.

Search for a Saved reply

Use the search bar to find a Saved reply by name.

Enter keywords from the Saved reply name in the search field. The list updates to show matching Saved replies.

Filter by media type

Use the Media filter to narrow down the list by content type.

You can choose from:

• All: Show all Saved replies.
• Text only: Show Saved replies without attachments.
• With attachments: Show Saved replies that include media or files.

Saved replies with attachments display an attachment icon in the list, so you can identify them quickly.

Sort Saved replies

Use the Sort dropdown to organize the Saved reply list.

You can sort by:

• Last updated
• Created date: Newest
• Created date: Oldest

The date shown under each Saved reply changes based on the selected sort option. For example, when you sort by Last updated, the list shows when each Saved reply was last updated. When you sort by Created date, the list shows when each Saved reply was created.

Edit a Saved reply

You can update an existing Saved reply at any time.

To edit a Saved reply:

1. Select a Saved reply from the left panel.
2. Edit the title or content in the right panel.
3. Optional: Insert variables or update attachments.
   
4. Click “Save” to apply your changes.

Changes are not saved automatically. Click “Discard” to revert your changes before saving.

If you switch to another Saved reply or leave the page with unsaved changes, a confirmation dialog appears.

Delete Saved replies

You can delete one or more Saved replies from the left panel.

To delete Saved replies:

1. Hover over a Saved reply in the left panel.
2. Select the checkbox next to the Saved reply.
   
3. Select more Saved replies if needed.
4. Click the delete icon.
5. Confirm the deletion in the modal.
   

When one or more Saved replies are selected, the list shows the number of selected replies. You can also use “Select all” to select all Saved replies in the current list.

After you delete a Saved reply, it is moved to “Recently deleted”. You can restore it from Recently deleted within 14 days. 

After 14 days, it is permanently removed and can no longer be restored.