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, and help ensure that your team engages in social interactions in accordance with your brand and messaging guidelines.

Plans: Business and Enterprise only

Create saved replies

These 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 emojis. They have a 2,000-character limit, and titles have a 500-character limit.

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

Create a saved reply

  1. Within 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 Tips and best practices, below. 

Send, edit, and delete saved replies

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

Send a saved reply

  1. Within 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 either the title or body of a reply.

    Tip: Using machine learning, Hootsuite may predict an appropriate response and suggest one or more of your 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 populates in the reply field, where you can edit or customize further as needed.
  4. Select Send.

Edit a saved reply

  1. Within an Inbox thread, select Saved Replies  in the Reply field.
  2. Select Manage replies.
    Selecting Manage Replies in the Insert Reply dialog box
  3. Scroll through the list or search for the reply you want to edit, and then select Edit .
    The Manageing Saved Replies box, showing saved replies available for editing or deletion
  4. Revise the title or the reply text of your saved reply, and then select Save.

Delete a saved reply

  1. Within an Inbox thread, select Saved Replies  in the Reply field.
  2. Select Manage replies.
    Selecting Manage Replies in the Insert Reply dialog box
  3. Scroll through the list or search for the reply you want to delete, and then select Delete .
    The Managing Saved Replies box, showing saved replies available for editing or deletion
  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 name placeholders in your messages 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 ensure that team members don’t send replies without customizing them. 

The Create Saved Repliy box, showing a standard folllow-up reply using a name placeholder

Create phrasing variations

To make sure your responses don’t appear impersonal, or “canned,” you can save variations of the same response using different wording. This helps prevent returning customers from receiving the same message multiple times, and 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 workflows with a multilingual customer base, 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 above.

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

“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.”

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