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Saved replies

Every team has answers it gives again and again: how to reset a password, the returns policy, the questions you always need to ask, the polite refusal. A saved reply lets you write one of those once and drop it into a message whenever it fits. Once it's in, it's ordinary text, so you can edit it before you send.

Admins create saved replies on Settings → Saved replies. Everyone on the team can use them.

Using a saved reply

While you're writing a reply, a forward or a new message, put your cursor where the text should go. Press Insert a saved reply in the editor's toolbar (the speech-bubble button), and choose one from the list. The list shows each saved reply's name, its subject, the start of its text, and any files that come with it.

The text goes in at your cursor. Change it as much as you like: add the customer's name, cut the paragraph that doesn't apply.

A saved reply can bring two other things with it:

  • Files. Any files saved with it are attached to your message, alongside anything you've attached yourself. The whole message has to come to less than 10 MB to send.
  • A subject. In a new message, its subject fills the Subject box if the box is still empty. A reply keeps the conversation's subject.

The Insert a saved reply button only appears once the team has at least one saved reply. Saved replies can't be used in notes.

Making a saved reply

  1. Go to Settings → Saved replies and press Add a saved reply.
  2. Give it a Name. This is how people find it in the list.
  3. Add a Subject line if you'd like one. It's only used in a new message.
  4. Write the Content.
  5. If it should come with a file, use Attach a file. A saved reply's files can come to 10 MB at most.
  6. Press Add saved reply.

Changing or deleting a saved reply

Click a saved reply's name on Settings → Saved replies, or open its ⋯ menu and choose Edit it. On its page you can change its name, subject and content, and press Save.

Files are added one at a time: choose one with Attach a file (Attach another file once it has one) and press Save. Click a file's name to open it, or use Remove…, then Remove the file, to take it off.

To delete a saved reply, choose Delete saved reply…, then Delete the saved reply.

Your changes apply the next time someone inserts the saved reply. Drafts it's already in, and mail already sent with it, keep the words and files they had.