Saved replies

Saved replies · Help

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.

What it is for

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.

How to reach the screen

Make sure the account you want to add replies to is open.
Click Settings in the left menu.
Pick Saved replies under the This account group.

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.

Adding a new reply

Type the shortcut into the Shortcut field of the New reply box. You don't need to type the leading /; the panel adds it.
Type the reply's name into Title. This is the name you see in the list and in the picker.
Type the message you want to send into Text.
Click Create. The reply appears as a row in the list right below.

Shortcut rules

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.

Title and text

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.

Placeholders

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:

Contact › First name — the first word of the contact's name. If there is no name, the username is used.
Contact › Full name — the contact's full name.
Contact › Username — the Instagram username.
Contact › E-mail — the contact's e-mail, if it was collected.
Contact › Phone — the contact's phone, if it was collected.
Account name — the account's name.

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.

Editing and deleting a saved reply

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.

Using them in the inbox

Open the conversation.
Type / in the composer. The list opens.
Filter by typing the shortcut's letters, or pick from the list.
The text you pick drops into the composer.
You can edit it before sending — a saved reply is a starting point, not a locked template.

The Saved reply button next to the composer opens the same list.

Permissions

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.

Common mistakes

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.