Step by step

Saved replies: answer the usual in two keystrokes

Save the texts your team writes again and again, with details that fill themselves in such as the customer’s name, and insert them into a conversation with / and a shortcut.

In the app:: Saved replies; Open the app
Reviewed on: Reviewed on 6 October 20265 min read

In this article

A saved reply is a ready-made text anyone on the team can insert into a conversation: the opening hours, how to book, a thank you. You create them under Saved replies, in the menu, and insert them from the reply box under Conversations by typing / and their shortcut. They are for the replies your team writes: the agent does not use them.

Before you start

Role. The whole team sees the saved replies. To create and insert them you need the Member, Admin or Owner role.
They belong to the whole account. What one person saves, the rest of the team can use, with any agent and on any channel.
Who can change them. Each reply is edited or deleted by whoever wrote it. An Admin or an Owner can change anyone’s.
Saving sends nothing. A saved reply reaches no customer until someone inserts it into a conversation and presses Send.

Create a saved reply

Go to Saved replies and press New reply. If there are none yet, the button is called Create the first reply.
Enter the Title. Only your team sees it and it is how you find the reply: for example, “Opening hours”. It takes up to 80 characters.
Enter the Shortcut: what you will type after / in the reply box, for example hours. Only lowercase letters without accents, numbers, hyphens or underscores, no spaces. It is optional, and it cannot be repeated in another reply.
Under Language, leave Any language or choose one. It is for telling versions of the same reply apart, such as hours and hours-es.
Enter the Text, up to 3,000 characters. To add a detail that fills itself in, press one of those under Details filled in for you.
Press Save reply. “Reply saved” appears.

You can also save something you have just written: in the reply box of a conversation, open Saved replies and choose Save this text as a reply.

Details filled in for you

Inside the text you can write these four details, exactly as shown, with their double braces. When the reply is inserted into a conversation, iAgentify replaces them with their value.

You write	It is replaced by
`{{customer_name}}`	The name of the customer in the conversation
`{{agent_name}}`	The name of the AI agent attending the conversation
`{{business_name}}`	The name of your business
`{{user_name}}`	Your name: whoever inserts the reply

For example: “Hello {{customer_name}}. We are open Tuesday to Sunday, 1 pm to 4 pm and 8 pm to 11.30 pm”.

Two cases in which a detail is not filled in:

There is no value for that conversation. It happens with {{customer_name}} when the customer has not said their name, for example an anonymous visitor on the website.
The detail does not exist. If you write something like {{discount_code}}, iAgentify does not know it. When you save the reply, the editor warns you: “There is a detail iAgentify does not know”.

In both cases the detail stays in the message exactly as written, braces included, so that you see it. There are no details other than these four: you cannot insert the customer’s phone number, a date or an order number.

Insert a reply into a conversation

Open the conversation under Conversations.
In the Your reply box, type / at the start of the message. The list of saved replies opens.
Keep typing the shortcut or a word of the title to narrow the list. Choose with the arrow keys and press Enter, or press the reply. Esc closes the list.
The text appears in the box, with the details already filled in. Read it and change it if needed.
Press Send.

If you would rather not type the slash, press the Saved replies button of the reply box: it opens the same list with a search field, and inserts the text where your cursor was.

Inserting a reply does not send it: it always goes through your hands. Sending it does the same as any reply of yours: you take over the conversation and the AI stops replying until you return it. See take over a conversation.

If a detail is left unfilled

Under the box the notice “One detail is still not filled in” appears, with the reason, for example “We do not know this customer’s name”. Complete it by hand or delete it. If you press Send without doing so, the app asks “Send with a detail not filled in?” before the customer receives it exactly as written: choose Review the message or Send anyway.

See, edit and delete

The Saved replies screen shows each reply with its shortcut, its Language, its Uses (how many times it has been inserted) and when it was Last edited. The “Search replies” field searches the title, the shortcut and the text.

Edit. Press the edit button on its row, change what you want and save. “Reply updated” appears.
Delete. Press the delete button and confirm with Delete reply. It is no longer available to the team and this cannot be undone. Messages already sent with it do not change.

If someone else wrote the reply and you are not an admin, you can use it but not change it.

Limits

Limit	Value
Saved replies per account	Usually 200. The counter on the screen shows how many you have, for example “12 of 200”
Title	80 characters
Text	3,000 characters
Shortcut	32 characters: lowercase letters without accents, numbers, hyphens and underscores

When you reach the maximum you see “You have reached the maximum of 200 saved replies. Delete one you no longer use to add another”.

What they do not do

The agent does not use them. What the agent knows is in its knowledge. For the AI to give a specific answer to a question, use an FAQ or a correction: see correct one of your agent’s answers.
They carry no images or files. They are text.
They are not sent by themselves or scheduled. Someone has to insert and send them.
They do not open a conversation. They are for replying to a customer who has already written to you. On WhatsApp and Instagram the 24-hour rule still applies.