Inbox
Saved replies
Write the answers your team sends most often once, and insert them into any conversation with a shortcut.
Saved replies are answers your team writes once and sends often. Your agent already answers what it can from your knowledge sources. Saved replies are for the rest: the agreed wording for answers a person still has to decide to send, such as a refund outside your returns window or an update about a known issue.
Anyone in your workspace can create, edit and use saved replies.
Create a saved reply
Open Saved replies
Go to Settings → Saved replies.
Start a new reply
Click New reply.
Name it
Under Name, describe what the reply is for, not how it starts. For example, "Refund — outside the 30-day window". This is what you'll scan for when you need it. Names can be up to 60 characters.
Write the reply
Write your message under Reply, up to 2,000 characters. Click a variable to insert it where you want the customer's name or other details to appear.
Add a shortcut (optional)
Under Shortcut, enter a short word such as
refund. You'll type/refundin the reply box to find this reply straight away. Shortcuts can use lowercase letters, numbers and hyphens, up to 24 characters.Save it
Click Save reply.
Variables
Variables fill in details for you when the reply is inserted. If OrbitBase doesn't have the value, it uses a stand-in so the sentence still reads naturally.
| Variable | What it inserts | If there's no value |
|---|---|---|
| {{customer}} | The name on the conversation | "there" |
| {{agent}} | The name of whoever sends the reply | "the team" |
| {{workspace}} | Your workspace's name, as customers see it | "our team" |
For example, "Hi {{customer}}, thanks for bearing with us." becomes "Hi Maria, thanks for bearing with us." When there's no name, it becomes "Hi there, thanks for bearing with us."
Only these three variables work. If you type one that doesn't exist, such as {{costumer}}, OrbitBase won't let you save the reply. That way a typo never reaches a customer.
Use a saved reply in a conversation
There are two ways to insert a saved reply:
- Type a shortcut. In the reply box, type
/followed by the shortcut or part of the name. Use the arrow keys to choose, Enter to insert, and Esc to close the menu. - Use the picker. Click Insert a saved reply next to the reply box, then search for the one you want.
The reply is inserted into the reply box, not sent. Read it, adjust it for this customer if you need to, and press Enter to send it.
Edit or delete a saved reply
On Settings → Saved replies, open a reply's menu and choose Edit or Delete.
- Editing changes the reply everywhere it's used from now on. Messages already sent don't change.
- Deleting removes it from the reply box for everyone in the workspace. Messages already sent aren't affected.
Use Search replies to find a reply by name.
Limits
Each workspace can hold up to 100 saved replies. The page shows how many you've used. If you reach the limit, delete one to add another.
Tips for good saved replies
- Keep them human. Write the way your team talks to customers, and use
{{customer}}to make them personal. - Cover judgement calls. Refund exceptions, incident updates and escalation acknowledgements are where saved replies help most.
- Add knowledge for everything else. If you find yourself sending the same factual answer again and again, add it to your knowledge sources so the agent can answer it without a person. See Sources overview.