Saved replies
Saved replies are shared by a team. Use them in live chat or email without needing an AI chatbot.
Open a conversation and choose Saved replies in the reply toolbar. The list follows the conversation's current team. Search by title, text or group, then click a reply to insert it. You can edit the draft before sending.
Create and manage replies
A team manager can open Settings > People and teams > Teams, choose a team and open Saved replies. You can also choose Manage from the conversation's saved-reply picker when you have permission.
- Click New reply.
- Add a short title.
- Write the reply.
- Choose an existing group or type a new group name.
- Click Save reply.
Team members use the same replies. There is no separate personal or chatbot reply library. When work moves to another team, the picker changes to that team's replies.
Keep replies short and check names, links and prices before sending. Groups such as Welcome, Billing and Closing make a larger library easier to browse.
Existing replies
During the upgrade, configured older answers are copied into their receiving teams. When both teams receive a copy, later edits are independent. No sample replies are added automatically when there were no saved answers. In an empty library, choose Add example replies to add three editable examples: Welcome, Checking your question and Closing the conversation. The button is available only while the library is empty; it cannot overwrite existing replies.