Saved replies

Saved replies are answers you send often, ready in one click. They're shared with your whole team.

Quick replies#

Your saved replies show as quick replies above the reply box. Select one to put it in the box, edit it if you like, then send.

• Your most used replies come first.
• Up to 2 that fit the shopper's last message move to the front. When a shopper asks about delivery, Shipping times comes first.
• Up to 5 show. Swipe or scroll the row sideways to see them all.
• No saved replies yet? Select Add a saved reply to save what you've typed.

A saved reply never sends by itself.

Search with /#

Type / at the start of the reply box, or after a space, then a few letters. The list filters as you type.

• Use the arrow keys to pick, and Enter or Tab to insert.
• Esc closes the list.
• In the middle of a message, the list only opens when a reply matches, so a / in your text never gets in the way.

See all your replies#

Select the saved replies button in the reply box to see and search them all.

• On a computer, they open above the reply box. Save as reply saves what you've typed. Manage opens your saved replies in Settings.
• On a phone, they open in a sheet from the bottom of the screen. Tap a reply to insert it, or select Add reply to write a new one.

Create a saved reply#

1. 1

   Go to Settings > Saved replies and select Add reply. You can also select Save as reply in Inbox.

2. 2

   Enter a Title, up to 60 characters, and the Reply, up to 2,000 characters.

3. 3

   Select Add reply to save it.

To start quickly, add a suggested reply like Shipping times, Returns or Teammate will follow up.

Fill in names#

Select + First name or + Store name to add {first_name} or {store_name}. They're filled in when you insert the reply.

• {first_name} is the first word of the shopper's name. It comes from their store account, the chat, or the name box they fill in when they ask for a person.
• An email address or username isn't used as a name.
• With no name, the reply still reads right: "Hi {first_name}," becomes "Hi there," and "Thanks, {first_name}." becomes "Thanks."

The name box shoppers see#

When a shopper asks for a person and we don't have their email, the chat asks for it, so your reply reaches them if they leave. Above it is an optional Your name box. Signed-in customers find their name filled in. The name shows in Inbox and fills {first_name}.

Edit or delete#

Go to Settings > Saved replies, then select Edit or delete on a reply. Deleting removes it for everyone on your team. You can keep up to 100 saved replies.