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Saved replies are reusable snippets for greetings, FAQs, and policy answers. Agents insert them with a shortcut instead of retyping.

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Create a saved reply

1

Open Saved replies

In the Inbox, click the Saved replies icon.
2

Add New

Click Add New.
3

Set shortcut and message

Choose a short shortcut (for example greeting) and write the message body. Save.

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Use a saved reply

In the Inbox composer, type / to open the saved-replies list, then select the snippet to insert.
Name shortcuts by intent (hours, refund-policy, escalate) so new agents learn them quickly.