Steps
- Sign in to your brand admin. See Open your brand admin.
- In the menu, open Support → Predefined Replies.
- Click New Reply.
- Type a Title. This is what you pick from the list. Choose a Category.
- Type the Content. In tickets, [NAME], [EMAIL] and [TICKET] are filled in with the customer's name, email and the ticket number.
- Set the Sort Order and leave Active ticked.
- Click Save.
Use a saved reply
- In a ticket, click Insert reply and pick one. It is added to your reply box, where you can still change it.
- In a live chat, click Saved replies and pick one. Chat replies go in exactly as written, so [NAME] is not filled in there.
- Only Active replies show in live chat. Our support team uses your active saved replies when they answer your chats.
To change a reply, click the pencil next to it. To remove one, click the bin and confirm with Delete.
Common problems
My reply will not save
Your role may not allow changes to saved replies. Ask the brand owner or an admin. See What each staff role can do.