Create a saved reply
Open the organization, then Content, then Saved replies. Select New reply, give it a shortcut and the reply text, then Create reply.
| Field | Rules |
|---|---|
| Shortcut | Lowercase letters, numbers or dashes, up to 31 characters after the /. |
| Reply | The text inserted into the reply box, up to 4,000 characters. |
Edit or delete a saved reply from the same list. Editing one changes it for everyone on the team from then on. Replies already sent keep the text they were sent with.
Use a saved reply
In the reply box on a conversation, type / followed by the start of a shortcut. Studio lists up to 5 matching saved replies. Choose one with the arrow keys and Enter or Tab, or with the pointer, and its text replaces the shortcut. Edit the text before sending if the customer needs something specific.
A saved reply is a starting point. The customer receives whatever is in the box when you send it.
Create a category
Open Content, then Categories, then New category. A category name can be up to 60 characters.
Categories label what a conversation was about, such as Billing or Delivery. The person handling a conversation sets its category from the Category field in the details panel. A conversation carries one category at a time.
Renaming a category relabels every conversation that carries it, including closed ones.
Who can use and edit content
| Permission | Allows |
|---|---|
| Use saved replies | Inserting saved replies while replying. |
| Create and edit saved replies | Adding, changing and deleting them. |
| See conversation categories | Seeing the category on a conversation. |
| Create and edit categories | Adding and renaming categories. |
Supervisors and the owner hold all four. The Agent role can use saved replies and see categories. See People and roles.