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  Article updated: October 20, 2021

Use saved replies in Inbox

Saved replies are responses you can create in Hootsuite Inbox to quickly respond to common customer inquiries. Use saved replies to increase your team's efficiency and consistency when communicating with audiences and customers. Saved replies also help ensure that your team communicates in accordance with your brand and messaging guidelines.

Plans: Business and Enterprise

Create saved replies

Saved replies are unique to Inbox, so there is no integration with the content library in the Hootsuite Publisher. Replies that you may have saved on Facebook will have to be copied over. It’s not possible to export them.

Saved replies can include emoji. They have a 2,000-character limit, and titles have a 500-character limit.

Any Hootsuite user with permission to reply in Inbox can create saved replies.

  1. In an Inbox thread, select Saved Replies in the Reply field.
  2. Select Create reply.
  3. Enter a reply and give it a title (optional), and then select Save.

For more about writing replies, see the following Tips and best practices.

Send, edit, and delete saved replies

Users can send, edit, or delete any saved reply.

Send a saved reply

  1. In an Inbox thread, select Saved Replies in the Reply field.
  2. Scroll through the list of replies to find the one you want to use. Replies are sorted in the order they were created. You can also search for a keyword in the title or body of a reply.

    Tip: Hootsuite may use machine learning to predict an appropriate response and suggest one or more saved replies. Simply select any reply with the Suggested label and send it like any other saved reply.

  3. Select the reply you want to use. It appears in the reply field, where you can edit or customize it as needed.
  4. Select Send.

Edit a saved reply

  1. In an Inbox thread, select Saved Replies in the Reply field.
  2. Select Manage replies.
    Insert reply box with Manage replies link highlighted
  3. Scroll through the list or search for the reply you want to edit, and then select Edit.
    Managing Saved Replies box showing saved replies available to edit or delete
  4. Revise the title or the reply text of your saved reply, and then select Save.

Delete a saved reply

  1. In an Inbox thread, select Saved Replies in the Reply field.
  2. Select Manage replies.
    Insert reply box with Manage replies link highlighted
  3. Scroll through the list or search for the reply you want to delete, and then select Delete .
    Managing Saved Replies box showing saved replies available to edit or delete
  4. Select Delete again to confirm.

Tips and best practices for saved replies

Customize replies with name placeholders

To add a personal touch to saved replies, consider including placeholders for customer and team member names. Replace placeholders with real names before sending the message. You can make these placeholders stand out with symbols and capitalization, such as %NAME%, to make sure team members don’t send replies without customizing them.

Create Saved Reply screen showing a standard folllow-up reply

Create phrasing variations

To make sure your responses don’t appear impersonal, or “canned,” you can create variations of a response using different wording. This helps prevent returning customers from receiving the same message multiple times. It can also help prevent your messages from being perceived or flagged as spam.

Create responses in different languages

For frequently sent replies, consider creating versions in different languages. This can speed up multilingual workflows, especially if no one is available on your team who speaks a certain language. You can also add phrasing variations to these responses, as described in the previous section.

You may also want to create “offline” responses in different languages that say something like this:

“Hello! None of our colleagues who speak <Language> are available at this time, but if you can respond in English, we’ll be happy to assist you.”

Learn more