Saved replies
Storing the answers you type most often and calling them with "/" in the inbox. Shortcut rules, placeholders, editing and deleting, step by step.
Last updated: September 30, 2026
Storing the answers you type most often and calling them with "/" in the inbox. Shortcut rules, placeholders, editing and deleting, step by step.
Last updated: September 30, 2026
If you type "Shipping is 49 TL, free over 500 TL" fifteen times a day, you don't have to write it out each time. Saved replies is where you store the answers you use most, each behind a shortcut; type / in the inbox composer and the list opens, then the text you pick drops into the box. This guide covers the whole screen and the shortcut rules.
💡 Saved replies belong to the account. With two accounts in one portfolio each keeps its own list; a reply saved in one does not appear in the other.
Saved replies solve two things at once: they cut typing time and they make sure your team gives the same answer to the same question. Put fixed information — price, return policy, opening hours, address — in here and every agent sends identical text.
These are not automations: they do not go out by themselves. An agent deliberately picks one and sends it. For messages that go out on their own, see the Automations section.
The screen holds one collapsible section called Saved replies. Inside, a dashed-border New reply box sits at the top, the list of saved replies below it, and pagination at the bottom.
/; the panel adds it.The hint under the field says two things: keep the shortcut to one word, and use lower-case letters, digits and hyphens. So /price, /shipping-cost and /returns2 are valid; /Shipping Cost is not.
A good shortcut is short and predictable. If you work with a team, agree on a naming scheme: one word per question type (/price, /shipping, /returns) or a prefix (/info-address, /info-hours) both work well. With a prefix, typing /info in the inbox filters that whole group.
The Title exists for whoever doesn't remember the shortcut: it shows next to it in the picker. A descriptive title such as "Shipping cost and free-shipping threshold" means a new agent who doesn't know /shipping still finds the right reply.
The Text is what reaches the customer. The panel itself puts no length limit on it, but the channel's limits apply: on Instagram, text blocks without buttons go up to 1000 characters. Shortening a long text works better than splitting it.
A badge strip labelled Insert placeholder: sits at the top of the screen. Tap a badge and that placeholder is written at the cursor in the text field of the card you last touched.
The available placeholders and what they resolve to:
Placeholders are filled at send time; in the text field you see the curly-brace form. Write "Hi {{contact.first_name}}, shipping is 49 TL." and Ayşe Yılmaz receives "Hi Ayşe, shipping is 49 TL."
⚠️ If the contact has no such value, the placeholder resolves to nothing. To avoid a sentence like "Hi , how can I help?", don't drop the name into the middle of a clause — put it somewhere safe, or write text that reads fine without it.
The same placeholders are used in automation flows; see Flow steps.
Every row in the list is its own edit form. You change the three fields directly in the row, then press that row's own Save button.
To delete one, tap the red Delete button at its bottom right. The panel asks "Delete the reply …?" and removes it once you confirm. Deleting cannot be undone, but a saved reply is only a stored text: it does not touch messages you already sent.
The list is paginated, because each row is drawn with its own edit form and a long list would slow the page down. Move between pages with the Previous / Next buttons underneath. The / picker in the inbox is not paginated; there you can search all your replies.
/ in the composer. The list opens.The Saved reply button next to the composer opens the same list.
Every role can open the screen (anyone who can see the inbox), because agents need to know which replies exist. But adding, editing and deleting is for Owner and Admin only. As an editor, agent or viewer you see neither the New reply box nor the buttons; you only read the replies.
This is deliberate: saved replies are the business's official answers, so not everyone should be able to change them.
Typing a leading / in the shortcut. The panel adds it, so you end up with //price.
Using spaces or capitals in a shortcut. Only lower-case letters, digits and hyphens are accepted.
Giving two replies the same shortcut. The picker becomes ambiguous; keep shortcuts unique.
Expecting a saved reply to go out by itself. It won't; an agent picks it and sends it.
Typing a placeholder by hand and getting it wrong. Tapping the badge is safest; one wrong letter and the placeholder goes out as literal text.
Saving a reply on one account and looking for it on another. The list belongs to the account.
For placeholders in flows see the Flow steps section, and for the whole inbox composer see the Inbox section. For messages that go out on their own, see Automations.
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