Help

Saved replies

Keep the answers your team gives often, and insert them into a reply with the customer's details filled in.

Add one

1. Open the Inbox, then Saved replies.
2. Under Add one, give it a Title and the Text.
3. Press Add saved reply.

To change one, press Edit, then Save changes. Delete removes it. Anyone on your team can add, change or delete saved replies.

Use one

1. In a conversation, choose it under Saved reply.
2. Press Insert.
3. Check it and edit it in the reply box, then send it.

Insert replaces what is in the reply box, so insert first, then write. A saved reply never goes to a customer until someone presses Send.

Placeholders

These are filled in for each customer:

• {first_name} and {name}: the customer's name.
• {email}: their email address.
• {company}: your company name.

A name is filled in only when it came from an email's sender or a signed-in visitor, and only when it reads plainly as a name. A name typed into the chat by an anonymous visitor is never used. When there is no name to use, you get "there", as in "Hi there".

Limits

Up to 200 saved replies, each with a title of up to 80 characters and text of up to 10,000 characters.

Moving from Help Scout? An import brings your Help Scout saved replies over, with their placeholders turned into these.

Still stuck? Write to hello@getswaru.com.