Saved Replies

Save time by creating pre-written responses for common questions. Agents can insert these with one click during live chat conversations.

How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Live chat tab → scroll to Saved Replies.

Creating Saved Replies

  1. Go to Setup → Chatbot → click your chatbot → Live chat tab → scroll to the Saved Replies section
  2. Click Add Reply
  3. Enter a title (for easy identification)
  4. Write the message content
  5. Click Save

Using Saved Replies

During a live chat conversation:

  1. Click the Saved Replies icon in the chat toolbar
  2. Browse or search your replies
  3. Click to insert the reply
  4. Edit if needed, then send

Best Practices

Organize by Category

Create replies for different scenarios:

  • Greetings - Welcome messages
  • Common Questions - Pricing, hours, shipping
  • Troubleshooting - Step-by-step guides
  • Closing - Thank you messages

Use Personalization

Make replies feel personal by leaving space for customization:

"Hi [Name], thanks for reaching out! I'd be happy to help with..."

Keep Them Updated

Review saved replies regularly to ensure:

  • Information is current
  • Links are working
  • Tone matches your brand

Examples

Welcome Message

"Hi there! Thanks for reaching out to our support team. I'm here to help. Could you tell me more about what you need assistance with?"

Pricing Inquiry

"Great question! Our pricing plans start at $X/month. You can see all options at [link]. Would you like me to recommend a plan based on your needs?"

Request More Info

"To help you better, could you provide a bit more detail about [topic]? That will help me give you the most accurate answer."

Closing Message

"I'm glad I could help! Is there anything else you need assistance with today? If not, have a great day!"