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Saved replies (also called canned responses) are pre-written messages your team can insert into the Live Inbox composer with a quick / command instead of retyping the same answer over and over.

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How it works

Every workspace maintains a shared library of saved replies. Any team member can insert one while replying to a visitor — type / in the composer, pick a reply from the list, and its content is inserted with template variables (visitor name, agent name, etc.) automatically filled in.

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Creating a saved reply

  1. Go to Dashboard > Saved Replies
  2. Click New Reply
  3. Fill in the fields:
    • Shortcut — the text agents type after / to find this reply. Lowercase letters, numbers, and hyphens only (e.g. refund-policy)
    • Title — a label for your reference, shown in the insert menu
    • Category — optional grouping label (e.g. “Support”, “Sales”)
    • Content — the message text, with optional template variables
  4. Click Save
Shortcuts must be unique per workspace — saving a duplicate shortcut returns an error asking you to choose a different one. Only Owners and Editors can create, edit, or delete saved replies. All roles, including Viewers, can insert existing replies in the inbox.

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Template variables

Saved replies support variables that are resolved with real conversation data when a reply is inserted. Click Insert variable in the editor to add one at the cursor, or type the token directly. The editor shows a live preview of your content with example values (Jane, [email protected], Acme Inc., Alex, Acme Support) so you can see how a reply will read before saving. Example:

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Using saved replies in the inbox

  1. Open a conversation in the Live Inbox
  2. In the composer, type /
  3. A searchable list appears, filtered as you type by title or shortcut
  4. Select a reply to insert it — variables are resolved using the actual visitor’s name and email, your name, and your workspace name

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Managing saved replies

The Saved Replies page lists every reply with its shortcut, title, category, and a content preview. Use the search box to filter by title or shortcut.
  • Edit — click the row’s actions menu and choose Edit to update any field
  • Delete — choose Delete and confirm. Deleting a reply removes its shortcut immediately; agents typing that /shortcut afterward won’t find it

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Limits by plan

See Billing & Plans for full plan details.

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Tips

  • Use clear, memorable shortcuts — your team needs to recall them quickly mid-conversation
  • Group related replies with categories so they’re easier to scan on the management page
  • Lean on variables for greetings and sign-offs so replies still feel personal
  • Keep content focused — a saved reply is a starting point; agents can still edit the inserted text before sending