How to create preset replies

Preset replies are saved message templates that let your team answer common questions quickly and consistently. Once created, they can be inserted into any conversation with a simple shortcut. To learn how to use them while chatting, see Use preset replies.

1. Go to Settings and select your project.
2. Click Preset replies in the project menu.

The page is split into two levels:

• Account level — Shared across every project in your account.
• Project level — Available only in the project where they are created. These show a Project badge.

1. Click + Create in the top-right corner.
2. Enter a name for the reply. This is what agents will see in the list.
3. Write the message in the text area.
4. Choose whether to save it at Account level or Project level.
5. Click Create.

From the Preset replies page:

• Click Edit next to a reply to change its name or text.
• Click Delete to remove a reply you no longer need.

Keep preset replies concise and use a clear naming convention so agents can find the right one quickly.