What are Saved Replies


Think of Saved Replies like a speed dial or shortcut for your Chat operators. Instead of typing out the same response over and over or trying to quickly find links, Saved Replies help Chat operators answer visitor Chats efficiently and effectively. 

With Saved replies you can:

  • Unify responses to common questions
  • Link to FAQs, policy pages and events
  • Provide pre-crafted and professional responses that will remain consistent across all customer communications

For example: If you see an increase in customers asking about your shipping policy, you can create a Saved Reply with more information and linking to your shipping policy page. 

When operators are then asked about the shipping policy, they can use that Saved Reply to immediately generate a response rather than manually typing it out and rushing to find the correct link. Visitors benefit by having a swift and consistent response, and Chat operators benefit by being able to wrap up a Chat conversation to move on to the next Chat. 

When do you use Saved Replies? 

Saved replies can be used in a multitude of ways across all industries, niches, customer personas, Chat operator experience levels and business sizes. In general, our users turn to Saved Replies in these five situations. 

  1. Answer basic questions: This can include the company address, business hours, website URLs, contact information, shipping information, general pricing details and FAQs
  2. Share links to help documentation or policy pages: Share technical guides, help documentation and policy page links to assist your visitors and customers when they need it
  3. Provide personalized introductions and signoffs: Use Saved Replies for your team’s introductions and signoffs to offer personalization with professional templates that can be unified across your team
  4. Professionally respond to misdirects and complaints: Offer professional redirects for those who may have stumbled upon your website accidentally or while looking for a similar business  
  5. Send visitors upcoming event information: Do you have an upcoming webinar, video and past event replay to share? Share event information with them through a Saved Reply during your conversation. 

Need more inspiration? Click here for a full list of commonly used Saved Replies.