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Saved responses

What are saved responses?

Saved responses allow you to insert a predefined text into your text editor, while typing your message. Using saved responses will help you save time, especially with issues that require a standard response, while keeping your brand’s voice consistent.

Saved response may include images and attachments. In addition, you can use variables that will be replaced with the real data in real-time.

To use saved responses, you should first create the saved response and then choose to add it to your message while editing.

Create a saved response

The first thing you need to do is to create the saved response. The saved response can include variables, which will be replaced with real data when adding the text to your replies.

To create a new saved response:
  1. In order to create a new saved response, you need to be a workspace administrator or a power user.
  2. Click the Gear icon in the top-right corner and select Saved responses , or while editing a response, click the saved responses button and select Manage Saved Responses.
  3. Click the New Saved Response button.
  4. Enter a clear and a specific name, so you will be able to easily understand what it contains. For example, you might want to name it “Server setup instructions for new users” rather than “Instructions”.
  5. Type the text you want to have in the response. You can add inline images to the text which will be included in the message when choosing the saved response.
  6. You can add attachments to the saved response, for example if you want to provide product literature/brochure to sales inquiries. The attachments will be added into the message when choosing the saved response.
  7. You can add variables which are data fields that will be automatically replaced with real-time data when adding the response text to your message. See more details below.
  8. When finished with editing, make sure to provide a string Magic keyword that will help you add the saved response easily while typing a message. See more details about magic keywords below.
  9. Click the Save & Close button.

Adding variables

While editing a saved response, you can use variables that will be automatically replaced with real-time data when adding the saved response text to your messages.

Variables can be added from a pull-down list of possible variables. The list includes data-fields that relate to:
  1. Conversation’s Assignee
  2. Conversation’s Contact
  3. Current user editing the message
  4. Conversation’s Account
  5. Conversation’s Category
  6. Conversation’s Subject
  7. Workspace name
For example, you can add the customer’s name to the message using Contact – FirstName. The field anchor will be added to the saved response template, and when adding the text to your message, it will be replaced with the contact’s first name in real time.

So the way it looks like in your saved response template:
Hi [Contact.FirstName]​,
Thank you for your email.
…”

Will be replaced with the next text (let’s say you have selected a contact called “Anna”):
Hi Anna​,
Thank you for your email.
…”

What’s the magic keyword?

The magic keyword is a helpful shortcut to help you find and add your saved response easily to your message, while typing the text.

How does it work?
  • While creating a new saved response, you should provide a magic keyword that will help you easily find the specific response when you want to add it to your message. The name should be unique and easy to remember. For example: “standard” for your standard replies or start with “vip” for vip replies and so on.
  • While typing your message, if you want to find the reply easily, first type the ; sign (semicolon), and then continue with the magic keyword of the response you want to add. For example: type ;standard – this will popup the saved responses list and will find your response according to the word you type.

Adding a saved response to a message

When you type a reply or start a new conversation, you can use the saved responses to add predefined text your message:

  1. When creating a new conversation, make sure to first select the contact details (so that if you have contact variables in the saved response, they can be used properly), and then start editing your message text.

  2. When editing the conversation text or a reply, you can insert the saved response to the text in two ways:
    • Type ; (semicolon) and then the magic keyword you entered for the response and select the saved response from the pop-up list.
    • Click the Saved responses pull-down menu at the top of the editing area, and select the saved response from the list.
  3. The response text will be added to the editing area, and the variables you chose in the saved response will be replaced with the real data.

  4. Continue editing the message as usual.
Note that the content of the saved response text will be added exactly where you place the cursor. Also note that you can add several saved responses in a message, so each reply can be just a snippets of commonly used paragraphs you may want to use in your reply.

Managing saved responses

  1. In order to manage saved response, such as create, update or delete a response, you need to be a workspace administrator or a power user.
  2. Click the Gear icon in the top-right corner and select Saved responses , or while editing a response, click the saved responses button and select Manage Saved Responses.
  3. Actions you can perform:
    • Create new saved response – see below.
    • Edit saved response – Click the saved response you want to edit to open the details. You can edit the name, text, and magic keyword. Click Save & Close when done.
    • Delete saved response – you can delete a saved response from the list (select the response you want to delete using the checkbox) or from the saved response details. Use the # keyboard shortcut or the More menu then Delete.
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