Use saved replies in Inbox

Saved replies are responses you can create in Hootsuite Inbox 1.0 to quickly respond to common customer messages. Use saved replies to increase your team's efficiency and consistency while adhering to brand and messaging guidelines.

Create saved replies

Any Hootsuite user with permission to reply in Inbox can create saved replies. Saved replies can include emoji. They have a 2,000-character limit, and titles have a 500-character limit.

Saved replies are unique to Inbox - they are not integrated with the content library. Replies that you may have saved on Facebook will have to be copied over. It’s not possible to export them.

1. Go to Inbox.
2. In an Inbox thread, select Saved Replies in the Reply field.
3. Select Create reply.
4. 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.
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.
   
3. Scroll through the list or search for the reply you want to edit, and then select Edit.
   
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.
   
3. Scroll through the list or search for the reply you want to delete, and then select 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 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.”