Create a collection of saved replies

Aug 19, 2026
Knowledge

Procedure Steps

Article updated: June 22, 2026

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.

This article describes the new Social OS experience. If you haven't switched yet, select the Classic tab for instructions. Learn more about the Social OS experience.

Audience: Inbox admins. This feature is restricted to certain plan types. If you don't see this feature, visit the Hootsuite plans page to see if it is included in your plan.

Create a saved reply collection

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

Go to Nest, select Settings, and then select Admin settings.
Expand Agent workspace, and then select Saved replies.
Select Create collection and follow the steps to create a collection.

Go to Inbox , select Settings, and then select Admin settings.Expand Agent workspace, and then select Saved replies.
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.

In Inbox Admin settings, expand Agent workspace, and then select Saved replies.
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, point to it, and then select Edit next to its name. To delete a collection or saved reply, point to it, and then select Delete next to its name.