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What saved replies are

A saved reply (a macro) is an answer you send often: your refund policy, password reset steps, a shipping update. Insert it into a reply, an email or an internal note instead of typing it again. Each saved reply has:
  • a name, and an optional shortcut you type after /
  • the reply text, with its formatting (bold, lists, links)
  • variables that are filled in from the conversation
  • optional actions that also update the conversation
  • a folder, to keep a long list tidy
Team replies are shared with everyone. Personal replies are only visible to the teammate who created them; not even admins see them.

Inserting a saved reply

In the reply box of a conversation (chat, email or note):
  • Type / at the start of a line or after a space, then part of the shortcut or name (/refund). Pick a reply with the arrow keys and press Enter or Tab. Esc closes the list.
  • Or click the Saved replies button in the composer toolbar and search the list.
The reply is inserted where your cursor is, ready to edit before you send it. If a variable has no value and no fallback, it is left out and a message tells you which details were missing. The picker’s New saved reply button creates one without leaving the inbox.

Variables

In the editor, Insert variable adds one as a chip. Click a chip to set a fallback, such as “there” for a missing first name ({{contact.first_name|there}}). Link article adds a link to a published help-center article. The link is built when the reply is inserted, so it follows the article if its address or your help-center domain changes. If the article is no longer published, its title is inserted as plain text.

Actions

A saved reply can also:
  • Set status (Open, Priority, In Progress, Resolved)
  • Assign to the teammate using it, to a specific teammate, or unassign
  • Add tags
  • Set ticket type
Choose when they run:
  • When the reply is sent (the default). After inserting the reply, a bar above the reply box lists the actions waiting to run. Click × on one to drop it. Switching to another conversation drops them too. Adding an internal note does not run them; they wait for the reply.
  • As soon as the reply is inserted.
Actions follow your permissions: resolving needs the Close inbox permission and assigning needs Assign.

AI suggestions

  • AI Draft names the saved reply that best matches the conversation, above the reply box. Use it instead replaces the draft with that saved reply.
  • HaloPilot knows your saved replies. When you ask it for a reply, it can point you to the closest one by name and shortcut.

Managing saved replies

Go to Settings > Inboxes > Saved replies:
  • New saved reply creates one. Team replies need the Edit settings permission; anyone who can reply can create personal ones.
  • Click a reply to edit it, or use ⋯ to delete it.
  • Filter by Team, My personal replies or Unused (not inserted in the last 90 days), and sort by Most used or Least used to find replies to prune. Each reply shows how often it was used and when.

Importing from another tool

Import CSV brings replies over from another help desk. The file needs a name and a body column; shortcut and folder columns are optional. HTML bodies are converted to formatted text. Choose whether the replies become team replies or your personal ones. A reply whose name already exists is skipped, so importing the same file twice does not create duplicates; a shortcut that is already taken is dropped from its reply.