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Saved replies

A saved reply is text your whole team inserts into the reply box, for example a greeting or the steps of a refund. Every saved reply is shared by the workspace. Every agent can add, edit and delete them; there is no admin-only setting.

Insert a saved reply

  1. Open a conversation.
  2. Select Insert saved reply under the message box, or press / when no text field has focus. Inside the message box, press Ctrl+/ (Cmd+/ on a Mac): a plain / there is just a slash.
  3. Type to search by title. Case and accents do not matter: chao finds Chào.
  4. Press the arrow keys to move, then Enter (or click) to insert. Esc closes the list and changes nothing.

The text goes in at the cursor and replaces nothing. The rest of your draft and the files you chose stay. You read and edit the text before you send it. It also works in a private note. To take an inserted reply back out, press Ctrl+Z (Cmd+Z): the text goes in like typing, so undo works as usual.

If the list is still loading it says so; it never claims there are no saved replies before it knows. When no saved reply exists, Manage saved replies opens Settings in a new tab, so your draft and files stay where they are.

Variables

Two variables are filled in when you insert a reply:

Variable Filled with
{{customer.name}} The name of the contact of the conversation you are in
{{agent.name}} Your own name (the display name on your account)

Spaces inside the braces are fine: {{ customer.name }}. If a name is not known, the variable is removed together with the space before it, so Hi {{customer.name}}, thanks becomes Hi, thanks. A raw {{customer.name}} is never left in the box. Any other {{…}} stays as written, so you see it and can fix it before sending. If a reply (not a private note) still contains {{…}} when you select Send reply, Colliedesk lists it and asks you to confirm, because the customer would see it as written.

Manage saved replies

Open Settings → Saved replies.

  • Add: type a Title and the Text, then select Add saved reply.
  • Edit: select Edit next to a reply, change it, then Save saved reply. Select Cancel to leave it as it was. The change applies for the whole team at once. If a teammate saved the same reply after you opened it, your edit is refused (nothing is overwritten) with "changed by someone else"; select Reload to see their version, then edit again.
  • Delete: select Delete, then confirm. This removes the reply for everyone. Conversations and messages that used it are not changed, because inserting only copies text.

Rules:

  • The title is unique in the workspace. Refund and refund count as the same title.
  • A title holds at most 200 characters and the text at most 20 000.
  • A workspace holds at most 500 saved replies.
  • The text is plain text. Saved replies hold no files and no formatting.

API

GET, POST, PATCH and DELETE on /api/v1/saved-replies (see contracts/openapi.yaml). Reading needs conversations:read; writing needs conversations:write, which every agent has. The API returns the text as stored, with the variables unfilled.

Import and export

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