Saved replies

How to set up quick replies for chat agents

Saved replies are stored in Settings - Saved replies section. Administrators can add a new saved answer, edit or delete any existing one. 


To add a saved reply, the administrator needs to click on the "Add saved reply" button, and to edit - click on the pencil icon:

ā— Important: please note that you can add or edit a saved reply only in the Settings section. 

Right after clicking on the "Add saved reply" button, a  new modal window will open in which you can edit the content and title of saved reply. The operator needs the heading to quickly find the answer without reading all the texts. It will not appear to your website visitors.

To delete a saved reply, you need to hover over the delete icon in the general list of saved replies. A confirmation window will appear:

You can also change the order of the saved answers: to do this, you need to click on the icon on the left and drag the selected reply higher or lower in the list. The order of responses will change for all team members: 

To find a saved reply during a conversation with a user, click on the icon of the saved answers in the Inbox tad and enter a keyword. The icon is placed right under the input field for chat agents messages. The search goes by headers and reply text, the entered word will be highlighted.

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