Your customers support team will probably tell you that your customers are asking the same questions again and again. This means replying to them in the same way again and again. Dealing with the same customer queries over and over again can be time consuming. This is where Intercom's Saved Replies really help.
Saved Replies shorten your response time while, keeping your responses personalized.
Insert a Saved Reply
To send a Saved Reply, just select the Saved Reply icon from below the reply area. From here you can search your saved replies and see a small preview before inserting. If you want to see the full Saved Reply, click 'Manage'. From here you can view, edit and create saved replies.
You can also insert a Saved Reply quickly by using the # shortcut when typing your reply. Simply type # and start typing the name of the Saved Reply, and press Enter to insert the highlighted reply.
Create a Saved Reply
When you find yourself writing the same question frequently, click 'Save this Reply' under the dropdown next to the message.
You can also create a Saved Reply from scratch. To do this, click on the Saved Replies button below the reply area, and click 'Create'. Be sure to use custom variables to personalize the message automatically.
Best practice: Even when you're using a saved reply, it's always a good idea to add a short personalized note at the beginning or end of the message to stay connected to your users.
You can learn more about using the Conversations Inbox for support here.