People often ask the same questions, so you can build a list of common answers and just pick the right response when needed. This lets you save time and surprise customers with swift reaction.
Add saved responses
Of course, you can use available templates but with time you’ll notice what questions are asked most frequently by your customers and will add answers that suit best your context. To add a new response:
1. In Settings → Saved Responses click on Add new button at the top right-hand corner.
2. Type the response text in the box and assign it a tag for quick search. Done!
Alternative ways of adding saved responses
When you send a nice message to your client, loved it and feel like saving it for the future, simply open its context menu and choose "Save response"
Personalize saved responses with variables
Use variables to automatically add customer details and the sending agent’s name to your saved responses.
To include a customer attribute, add its variable to your response, such as {first_name}. You can also set a fallback value for when that information is missing. For example, {first_name, "there"} inserts the customer’s first name if available, or “there” if it’s unknown.
To include the name of the agent sending the response, use {team_member}. This lets everyone on your team use the same saved response with their own name.
For example, save this response:
Hi {first_name, "there"}! I’m {team_member}. How can I help you today?
When an agent named Alex sends it to a customer named Kevin, the customer will see:
Hi Kevin! I’m Alex. How can I help you today?
If the customer’s first name is unknown, the greeting becomes “Hi there!”
Calling saved responses in agent chat
When you need to quickly paste one of saved responses during a chat, just type the # symbol in the text field to quickly find the reply that fits the context. Alternatively, you can press the corresponding icon and search through all of your saved responses.
