Saved Replies
Saved replies are an easy way to provide quick, helpful answers to customers or visitors, creating a smooth conversation without having to type out the same response every time.
It helps users/agents to:
Speed up the response time.
Tackling those issues / messages that require simple response.
Provide consistent answers to common questions.
Manage multiple conversations in parallel.
Use-Case Scenario:
Saved replies can be a useful tool to help users quickly and easily address common questions.
The following are just some of many situations in which this feature could provide an ideal solution:
Hours of operation: “Thank you for asking! Our hours are Monday – Friday from 9 am to 5 pm. We look forward to seeing you soon!”.
Holiday Hours: Yes! We will be closed on Christmas day but will be open until 4 pm on Christmas Eve. Do you have any items that you are shopping for specifically?”.
Hours for specific things: “Our lunch hours are from 11 am to 2 pm, but we serve breakfast all day – including our famous blueberry pancakes!”.
Details about special deals: “Yes! We are running our Black Friday sale starting at 9 pm on Thanksgiving Day. First come first served on all our specials, and you can get early access to what we will have available if you sign up for our email updates here”.
Your address: “We are located at 123 Any Street, Anywhere, ST 49505. We are right between Cliff and Garrett St. with the blue door. Come in any time we are open!”.
Accessing the saved replies:
There are two ways through which the users can access the saved replies:
Live chat screen: The user can access saved replies from the live chat screen by joining the conversation & clicking on ‘Bookmark’ sign or typing ‘/’ in the chat window.
Settings tab: The other screen from where the user is able to access saved replies by going to ‘Settings → Live chat → Saved replies’.
Every saved reply will be shared across with all users of the account, allowing a common access.
Admins will have the ability to see which saved reply is being used most
Actions that can be performed on the saved replies:
Users can perform the following actions:
Create:
This functionality allows the users to create new saved replies that are shared across the account. There are two ways in which the Saved Replies can be created:
Through Live Chat:
Go to ‘Live Chat’.
Click on ‘Join the Conversation’.
Click on ‘Bookmark’ or type ‘/’ to access the Saved Replies.
Click on ‘+ Create Saved Reply’.
Give ‘Title’ & define the ‘Message or Reply’.
Click on ‘Create’ to generate the Saved Reply.
Through Settings:
Go to ‘Settings’.
Go to ‘Live Chat’.
Go to ‘Saved Replies’.
Click on ‘Create Saved Reply’ on the top right corner.
Give ‘Title’ & define the ‘Message or Reply’.
Click on ‘Create’ to generate the Saved Reply.
Modify:
This functionality allows users to modify existing saved replies. There are two ways in which the Saved Replies can be modified:
Through Live Chat:
Go to ‘Live Chat’.
Click on ‘Join the Conversation’.
Click on ‘Bookmark’ or type ‘/’ to access the Saved Replies.
Hover to the ‘Saved Reply’ to see the ‘Pencil’ icon.
Click on ‘Pencil’ icon to edit the ‘Title & Message’.
Click on ‘Update’ to apply the changes.
Through Settings:
Go to ‘Settings’.
Go to ‘Live Chat’.
Go to ‘Saved Replies’.
Click on ‘Edit’ against the Saved Reply.
Edit the ‘Title & Message’ of the Saved Reply.
Click on ‘Update’ to apply the changes.
Delete:
This functionality allows the users to delete the existing saved replies. There are two ways in which Saved Replies can be deleted:
Through Live Chat:
Go to ‘Live Chat’.
Click on ‘Join the Conversation’.
Click on ‘Bookmark’ or type ‘/’ to access the Saved Reply.
Hover to the ‘Saved Reply’ to see the ‘Trash’ icon.
Click on ‘Trash’ icon to delete the Saved Reply.
Through Settings:
Go to ‘Settings’.
Go to ‘Live Chat’.
Go to ‘Saved Replies’.
Click on ‘Remove’ against the Saved Reply.
Click on ‘Delete’ to confirm the action.
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