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A saved reply is an answer your team gives often, such as opening hours or delivery times. You drop it into the reply box, change it if you need to, and send.
Everyone can use saved replies. Owners, admins and managers add, edit and delete them.

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Use a saved reply in a chat

There are two ways.
1

Open the list

Choose Saved replies beside the reply box and search for the one you want. Or type / at the start of the reply box, followed by a word or two from its name.
2

Pick one

Choose a reply from the list. With the / shortcut, use the arrow keys and press Enter or Tab. Press Escape to close the list and send what you typed as it is.
3

Edit and send

The text goes into the reply box. Nothing is sent until you press Enter, so you can change it first.
Search looks at the name of each reply first, then at its text. Saved replies go into the reply box, so they follow the same rules as a typed message. They are not offered when the 24-hour window has shut or when typed replies are switched off for your workspace. See Replying to customers.

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Manage the list

Go to Settings, then Saved replies.
1

Add a reply

Choose Add saved reply.
2

Name it and write it

The Name is what your team searches by, for example “Opening hours”. The Reply is the text that goes into the message.
3

Save

Choose Add saved reply. It is available to everyone in the workspace straight away, on the web and in the phone app.
To change or remove a reply, open the menu on its row and choose Edit or Delete. Deleting a reply does not affect messages already sent. Reps can open the same page to read the list, without the buttons to change it.