Create and Manage Saved Replies for Fast Answers

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Using saved replies is a great way to tackle those issues that require a standard or simple response. This article will walk you through creating, using, and managing saved replies in Help Scout.</p> <p>All users can add saved replies from the conversation editor. Help Scout Account Owners and Administrators have permission to edit and manage existing saved replies by default, and can grant that permission to Users. <a href="//docs.helpscout.com/article/15-user-roles-and-permissions">User Roles and Permissions</a> has more information on permissions and how to change them.</p> <div class="video video-wistia video-responsive" style="aspect-ratio:16 / 9;"> <iframe src="https://fast.wistia.net/embed/iframe/knf1hpgz9f?videoFoam=false" width="100%" height="100%" frameborder="0" allowtransparency="true" scrolling="no" classname="wistia_embed" name="wistia_embed" msallowfullscreen="true" webkitallowfullscreen="true" mozallowfullscreen="true" allow="autoplay; fullscreen"></iframe> </div> <div class="callout-yellow"> <p>Note that this guide is specifically for saved replies for use in email replies. Saved replies for chat are a little different. Check out <a href="//docs.helpscout.com/article/1279-saved-replies-for-chat">Saved Replies for Chat</a> for help with those. </p> </div> <section class="index-list"> <h4>In this article</h4> <ul> <li><a href="#create">Create Saved Replies</a></li> <li><a href="#Style-Saved-Replies-rUrGv">Style Saved Replies</a></li> <li><a href="#use">Use a Saved Reply in Email</a></li> <li><a href="#manage">Manage and Organize Saved Replies</a></li> </ul> </section> <h2 id="create">Create Saved Replies</h2> <p>There are two ways to create a new saved reply.</p> <h3>From a Conversation</h3> <p>All users can create a saved reply from the conversation editor. Just type in the text that you want to save as a reply, bring up the shortcut menu by typing a slash (<b>/</b>), and navigate to <strong>Saved Reply</strong> > <strong>Save this reply</strong>. Give your saved reply a name, edit it if you wish to add or remove anything, and click <strong>Save Reply</strong>. </p> <div data-html-block> <div style="display:block; width: 80%;"> <video type="video/mp4" src="https://d33v4339jhl8k0.cloudfront.net/docs/assets/mp4/18-savedreplywithaiandimage.mp4" playsinline="" muted loop="" autoplay="" style="max-width: 100%; border:1px solid #D5DCE1; border-radius: 4px; height: auto; max-height: 100%;"> </video> </div> </div> <div data-html-block> <p>AI Assist is available to Plus and Pro plans to help with your saved replies saved from conversations. Use it to fix the spelling and grammar, change the tone or length, or even translate into other languages. More about this feature is here: <a href="//docs.helpscout.com/article/1513-use-ai-assist">Use AI Assist in Help Scout</a>. </p> </div> <h3>From Inbox Settings</h3> <p>Account Owners and Administrators, and Users with permissions to do so, can also create saved replies from the inbox settings.</p> <dl> <dt> 1 </dt> <dd> <p>Head over to <strong>Manage > Inbox(es)</strong>, choose your inbox, then click <strong>Saved Replies</strong> from the left sidebar. </p> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6712a0dc1198281bd860a289/file-VdCbBlQ6XM.png" style="width:25%"></p> </dd> <dt> 2 </dt> <dd> <p> Click on <strong>New Saved Reply</strong> at the top of the page.<img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6532ca2c9362491a4094ac61/file-CewO7VYeS9.png" style="width: 30%;"> </p> </dd> <dt> 3 </dt> <dd> <p> Give your new reply a name, then compose your response in the text editor. You can also create a chat version if chat is enabled on the inbox. Click <strong>Save Reply</strong> when you're happy with the saved reply. </p> <p> <img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6712b6701198281bd860a297/file-v4lHseXyzM.png" style="width: 60%;"> </p> </dd> </dl> <p>You can copy the text into the Chat Content field when on this form if you want to use the same text for chat saved replies. Check out <a href="//docs.helpscout.com/article/1279-saved-replies-for-chat">Saved Replies for Chat</a> for more on how those work. </p> <h2 id="Style-Saved-Replies-rUrGv">Style Saved Replies</h2> <p>There are a number of ways to format the text in your saved reply. These are the options that are found in the inbox settings available to Account Owners and Administrators, and Users with permissions to edit saved replies. </p> <h3><b>Markdown Options</b></h3> <p>Use supported Markdown to style as you type. </p> <div data-html-block> <table style="font-size:14px; width:50%;" class="c-table c-table--markdown-support table-bordered"> <tbody> <tr style="font-size: 16px;"> <th width="36%" style="background: #f9fafa; padding:10px 15px;font-weight:500;"> Formatting </th> <th style="background: #f9fafa; padding:10px 15px;font-weight:500;"> Markdown </th> </tr> <tr> <td style="padding:0;"> <img width="80" style="border: 0px; margin: 0px;" alt="Text formatted in bold" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/64cb1a4d60bb66573841ebaf/file-zsjV4xBtyY.png"> </td> <td style="padding:10px 15px;"> Surround your text with double asterisks: <br> **your text** </td> </tr> <tr> <td style="padding:0;"> <img width="120" style="border:0; margin:0;" alt="Text formatted in italics" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/64cb1bd0733e483de64f15c7/file-lJI2SxWnyz.png"> </td> <td style="padding:10px 15px;"> Surround your text with single asterisks: <br> *your text* </td> </tr> <tr> <td style="padding:0;"> <img width="180" style="border:0; margin:0;" alt="Text formatted with strikethrough" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/64cb2b0feb931e0627da7047/file-ojfqtlkXMW.png"> </td> <td style="padding:10px 15px;"> Surround your text with tildes: <br> ~your text~ </td> </tr> <tr> <td style="padding:0;"> <img width="90" style="margin:0;border:0;" alt="Text formatted as inline code" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/64cb2ae560bb66573841ebb4/file-Zfs3fbs0Jm.png"> </td> <td style="padding:10px 15px;"> Surround your text with backticks: <br> `your text` </td> </tr> <tr> <td style="padding:0;"> <img width="180" style="border:0; margin:0;" alt="Text formatted as a blockquote" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/64cb1dbe733e483de64f15c8/file-Y7bUoa0cdH.png"> </td> <td style="padding:10px 15px;"> Type an angle bracket, then press <kbd>Space</kbd> before your text: <br> > your blockquote </td> </tr> <tr> <td style="padding:0;"> <img width="180" style="margin:0;border:0;" alt="Text formatted as an ordered list" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/64cb1ef860bb66573841ebb0/file-wdLSSnCW4I.png"> </td> <td style="padding:10px 15px; padding:10px 15px;"> Type 1 and a period, then press <kbd>Space</kbd> in front of your text: <br> 1. your text <br> <br> To indent, press <kbd>Tab</kbd> </td> </tr> <tr> <td style="padding:0;"> <img width="180" style="margin:0;border:0;" alt="Text formatted as a bulleted list" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/64cb279eeb931e0627da7045/file-YmAXRZsOsQ.png"> </td> <td style="padding:10px 15px;"> Type dash or asterisk, then press <kbd>Space</kbd> in front of your text: <br> - your text <br> <br> To indent, press <kbd>Tab</kbd> </td> </tr> </tbody> </table> </div> <p>No other Markdown is supported at this time. </p> <h3><b>Tooltip Menu</b></h3> <p>Highlight the text you want to style to see the tooltip menu. </p> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6712a8e115d0b82233065896/file-JnSh1iJzsC.png" style="width: 502px; max-width: 100%; "></p> <h3><b>Keyboard Shortcuts</b></h3> <p>Highlight the text you want to format and use the keyboard shortcuts to apply the style. Windows users, use Ctrl where you see Cmd in the list below. </p> <ul> <li>Bold - Cmd + B</li> <li>Italic - Cmd + I</li> <li>Underline - Cmd + U</li> <li>Bullet List - Cmd + Shift + 8</li> <li>Numbered List - Cmd + Shift + 7</li> <li>Link - Cmd + K</li> </ul> <h3>Advanced Formatting with the Command Menu</h3> <p>Type a slash (<b>/</b>) or click the plus sign (<b>+</b>) to bring up advanced formatting options. Here is where you find the options to insert an image and/or a table, or to use variables in your saved reply. (See <a href="//docs.helpscout.com/article/468-work-with-variables">Work With Variables</a> for details on variable use.)</p> <div data-html-block> <p id="srimages"> </p> </div> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6712ac5a15d0b82233065898/file-Avy9T7amTE.png" style="width: 540px; max-width: 100%; "></p> <br> <div data-html-block> <div> <p class="callout-yellow dashed"><strong>Note:</strong> You cannot attach files other than images to saved replies. You can add links to files hosted on a website or filesharing service, but keep in mind that will be the same link that goes out to everyone that gets that saved reply.</p> </div> </div> <h2 id="use">Use a Saved Reply in Email</h2> <p>Open the shortcut menu by typing a slash (<strong>/</strong>) or clicking the plus (<strong>+</strong>) in the bottom right corner and choose <strong>Saved Reply</strong>. Search or scroll through the list and select the saved reply you want to use.</p> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6712c3cb15d0b822330658a1/file-OtzNC7kFhI.png" style="width: 483px; max-width: 100%; "></p> <p>To learn more about using saved replies with chat, see <a href="//docs.helpscout.com/article/1279-saved-replies-for-chat">Saved Replies for Chat</a>.</p> <h2 id="manage">Manage and Organize Saved Replies</h2> <h4>Edit Saved Replies</h4> <p>Head to <strong>Manage > Inbox(es)</strong>, choose your Inbox, then click <strong>Saved Replies</strong> from the left navigation menu. Click on the saved reply you wish to edit, and make your changes. Click Save Reply when you're happy with it.</p> <h4>Delete Saved Replies</h4> <p>Head to <strong>Manage > Inbox(es)</strong>, choose your inbox, then click <strong>Saved Replies</strong> from the left navigation menu. Click on the saved reply you wish to delete then click the trash can icon on the bottom right of the reply.</p> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6532caa51ec949354204871b/file-17h4Lbnyrq.png" style="width: 112.979px; max-width: 100%; "></p> <h4> Copy Saved Replies to Another Inbox</h4> <p>Head to <strong>Manage > Inbox(es)</strong>, choose your inbox, then click <strong>Saved Replies</strong> from the left navigation menu. Click the saved reply you want to copy, then look for the <strong>Copy</strong> button in the bottom right corner, and choose the inbox you want to copy to.</p> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6532cb4c234cd75251327fb4/file-dD2Exb5C6g.png" style="width: 285.977px; max-width: 100%; "></p> <h4>Organize Saved Replies</h4> <p>Saved replies are displayed in alphanumeric order, both in the saved reply menu in the conversation editor and the settings page. There鈥檚 no option to manually rearrange replies. </p> <p>Use numbers in the names of your saved replies to control ordering of the list. </p> <p>If you have groups of replies that are similar, you can easily bunch them together using a naming convention. Start typing the group name in the search box to return the replies in that group only. </p> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6532cb5c234cd75251327fb5/file-xYmE9x4EvZ.png" style="width: 514.98px; max-width: 100%; "></p> </article> <div class="articleRatings" data-article-url="https://docs.helpscout.com/article/18-create-saved-replies-for-fast-answers"> <span class="articleRatings-question">Did this answer your question?</span> <span class="articleRatings-feedback"> <span class="articleRatings-feedback-tick"> <svg height="20" viewBox="0 0 20 20" width="20" xmlns="http://www.w3.org/2000/svg"> <path d="m8 14a.997.997 0 0 1 -.707-.293l-2-2a.999.999 0 1 1 1.414-1.414l1.293 1.293 4.293-4.293a.999.999 0 1 1 1.414 1.414l-5 5a.997.997 0 0 1 -.707.293" fill="#2CC683" fill-rule="evenodd"/> </svg> </span> <span class="articleRatings-feedback-message">Thanks for the feedback</span> </span> <span class="articleRatings-failure">There was a problem submitting your feedback. 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