All docs Inbox and team
Saved replies
Reusable answers your team inserts with a picker or a /shortcut in the Inbox reply box.
Store → Saved replies holds answers your team uses often. They are per store.
Creating a saved reply
Owners and Admins fill in:
| Field | Rules |
|---|---|
| Title | Up to 100 characters — what agents see in the picker. |
| Shortcut | Lower-case letters, digits and dashes, up to 30 characters, unique in the store. |
| Reply text | Up to 4,000 characters. |
To change a saved reply, delete it and add it again.
Using saved replies
In a conversation's reply box:
- choose one from Insert a saved reply…, or
- type
/and the shortcut followed by a space, for example/returns.
The text is inserted into the reply box, where you can edit it before clicking Send reply. Saved replies work for website chat and WhatsApp conversations.