> ## Documentation Index
> Fetch the complete documentation index at: https://docs.haloagents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Saved Replies

> Insert answers you send often with / in the reply box, with the customer's details filled in and optional actions such as closing or tagging the conversation.

## 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

| Variable | Filled with |
| - | - |
| `{{contact.first_name}}` | The contact's first name |
| `{{contact.name}}` | The contact's full name |
| `{{contact.email}}` | The contact's email |
| `{{contact.company}}` | The contact's company |
| `{{teammate.first_name}}` | Your first name |
| `{{teammate.name}}` | Your full name |
| `{{ticket.id}}` | The conversation's ID |

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.


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