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Saved replies

Insert your team's ready-made answers into a reply with a slash shortcut, and create, edit or delete them in Settings.

Saved replies are answers your team sends again and again. In a conversation, type / to pick one. Its placeholders, such as the customer's name, are filled in before you send.

Note: Owners and Admins create, edit and delete saved replies. Everyone who can open the Inbox can use them and see the list.

Use a saved reply in a conversation

  1. Go to Inbox and open the conversation.
  2. In the reply box, type / at the start of a line, then a few letters of the shortcut or title. You can also click the Saved replies button (the lightning icon) under the box, which types the / for you.
  3. A list of matching replies appears, up to eight at a time. Use the Up and Down arrow keys to move through it.
  4. Press Enter or Tab, or click a reply, to insert it. Press Esc to close the list without inserting anything.
  5. Check the text, edit it if you need to, then send.

The saved reply replaces the / and what you typed after it, and you'll see "Saved reply … inserted. Check it, then send." Nothing is sent until you send it.

Placeholders

Saved replies can contain placeholders that are filled from the customer's contact record:

PlaceholderFilled with
{{contact.display_name}}The customer's name
{{contact.<field key>}}One of your contact fields, for example {{contact.city}}

If the contact has no value for a placeholder, it's left empty, your cursor is placed there, and a note under the reply box tells you which value is missing (for example "No name on this contact; edit before sending."). Fill it in before you send.

To see your contact field keys, see Fields and tags.

Manage saved replies

Go to Settings › Saved replies. The page lists every saved reply with its shortcut, title and message.

Create a saved reply

  1. Click New saved reply.
  2. In Shortcut, enter a slash and up to 32 lower-case letters, digits, - or _, for example /thanks. This is what agents type.
  3. In Title, give it a name of up to 80 characters. Agents can search by title too.
  4. In Message, write what the customer will read, up to 4,096 characters. You can use the placeholders above.
  5. Click Save.

Each shortcut must be unique. If it's taken, you'll see which saved reply already uses it. If you use a placeholder the reply box can't fill, you're told which one.

Add replies from the library

IconEngage has ready-made saved replies for common types of business: General (for any business), ISP and broadband, Retail and e-commerce, Restaurants and food delivery, Healthcare and clinics, Education and coaching, Real estate, Travel and hospitality, Salon, spa and beauty, Financial services and insurance, and Automotive.

  1. In Settings → Saved replies, click Add from library. If you have no saved replies yet, the button is in the middle of the page.
  2. Business type starts on the type that matches your WhatsApp business profile, or General when nothing matches. Internet providers start on General, because WhatsApp has no category for them: pick ISP and broadband, near the top of the list. Each type shows how many of its replies you can still add.
  3. The replies are grouped by kind (greetings, billing and payments, support and so on). Each shows its title, its /shortcut and the start of its message; Customer's name marks where the customer's name goes.
  4. Every reply you can add is ticked. Untick the ones you don't want, or use Select all and Select none. A reply you can't add is shown with the reason:
    • Already in your replies: you added it from the library before (even if you have edited it since).
    • You have a reply with the same text: one of your own replies already says the same thing.
    • /thanks is already used by one of your replies: its shortcut is taken.
  5. Click Add 12 replies (the number is how many are ticked). Only the ticked replies of the business type on screen are added; to add another type's, switch to it and add again.

A message such as "Added 12 replies. 2 were already there." confirms it. Library replies are marked From library in the list. They are your own now: edit or delete them like any other, and nothing you change affects the library. A reply you delete can be added again later.

Adding the same replies twice is safe: anything already there is skipped. You can have up to 500 saved replies; if the ticked replies don't fit, nothing is added and IconEngage says how many more you can add.

You need permission to manage saved replies (owners and admins) to add from the library.

Edit a saved reply

  1. Next to the saved reply, click Edit.
  2. Change the shortcut, title or message.
  3. Click Save.

Delete a saved reply

  1. Next to the saved reply, click Delete.
  2. Confirm.

Agents can no longer insert it. Messages already sent with it are not changed.

Related

Still need help?

Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.