Skip to main content

  Article updated: May 24, 2024

Create a collection of saved replies

Create and store pre-written snippets or responses that agents can use to quickly reply to contacts. Your agents can create their own personal collection of responses, edit saved replies before they send them, and use responses from collections that an admin shares with them.

Audience: Inbox 2.0 admins

Create a saved reply collection

Create collections of saved replies, and then select the channels you want to have access to them.

  1. Go to Inbox 2.0, select Admin settings.
  2. Expand Agent workspace, and then select Saved replies.
  3. Select Create collection and follow the steps to create a collection.
Tip: We recommend a collection structure that matches your company structure or FAQ topics.

Create and edit a saved reply

Create saved replies your agents can use when they respond to customers, and then add them to a collection.

  1. Go to Inbox 2.0, select Admin settings.
  2. Expand Agent workspace, and then select Saved replies.
  3. Select Create saved reply and follow the steps to create your new saved reply and add it to a collection.

To edit a collection or saved reply, select Edit next to its name.

 

Can't find what you're looking for? We're here to help