Saved replies, and how to write good ones
Storing the answers you type every week, and keeping them from sounding like a form letter.
A saved reply is a shortcut and a block of text. Type / in the composer,
then the shortcut, and the text drops in. You can edit it before sending, and
you usually should.
Saved replies are on the Starter plan and up.
Setting them up
Settings → Saved replies → Add reply. Give it a short shortcut you will
remember under pressure (delivery, returns, vat) and the text itself.
Which ones to write
Not the ones you can imagine needing. The ones you have actually typed twice this week. If you are not sure, work backwards from the dashboard: the page producing the most chats is producing the most repeated question.
Three or four good ones beat thirty you have to search through. Past about ten the shortcut stops being something you remember and becomes something you look up, at which point it is not saving you anything.
Writing ones that do not sound canned
The failure mode is obvious to customers and annoying: an answer that is clearly not about them.
Leave a hole for the specific thing. A reply that says everything cannot say anything about their order. Write the general part and let the agent add the particular:
Happy to sort a return. Anything unused goes back within 30 days and I will email you a prepaid label now.
Then the agent adds which item, and it reads like a person.
Write it in the voice you actually use. If you would say “I’ll get that sorted”, write that. Saved replies drift formal because people write them in a settings screen rather than in a conversation, and it shows.
Answer the question, then the next one. The person asking about delivery time is usually about to ask whether they can change the address. One extra sentence in the saved reply removes a whole second exchange.
Keep them short. Nobody reads a five paragraph answer in a chat window. If the honest answer is long, the saved reply should be the summary and a link.
Keeping them honest
A saved reply is a promise made at scale, so it goes stale at scale. When something changes, the return window, the delivery cutoff, the price, search your saved replies before you do anything else. A reply confidently quoting last year’s cutoff is worse than no saved reply at all.
Last updated 22 September 2026.