> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Saved Replies and Saved Answers

> Reusable replies your team inserts in one click, and answers your website assistant may use

Saved replies (called **Macros** in the menu) are reply snippets your team drops into a conversation with one click. Some of them can also be **saved answers** that your website assistant may use with visitors.

Open **Helpdesk → Agent → Macros**.

<Frame caption="Macros, before the first one">
  <img src="https://mintcdn.com/locusdigital/GB-Uujd8W9WZjQqU/images/helpdesk/macros.webp?fit=max&auto=format&n=GB-Uujd8W9WZjQqU&q=85&s=0829704ea7ec5077d9c6ea7a2cb9541c" alt="Macros page with Seed defaults and New macro buttons" width="1440" height="900" data-path="images/helpdesk/macros.webp" />
</Frame>

## Create a saved reply

1. Click **New macro**, or **Seed defaults** to start from a curated set you can edit.
2. Give it a **Title** (for example "Refund acknowledgment") and a one-line **Description** of when to use it.
3. Write the **Body**. You can use these placeholders, filled in when you insert the reply:
   * `{{contact_first_name}}`: the customer's first name
   * `{{ticket_short_id}}`: the conversation's reference number
   * `{{ticket_subject}}`: the conversation's subject
   * `{{account_name}}`: your business name
4. Add **Tags** to group it, then save.

## Use a saved reply

In any conversation, click **Saved replies** under the reply box (on the full page of an email, text or phone conversation the button is **Macros**) and pick one. It is inserted into the box with the placeholders filled in, so you can edit it before you send. See [Working a conversation](/helpdesk/conversations).

## Saved answers for the assistant

A saved answer is a short answer you write once, such as your return policy or delivery times, that your website assistant may give visitors.

There are three ways to add one:

* On **Helpdesk → Website assistant**, under **Unanswered questions**, click **Write an answer** next to a question visitors asked.
* On the chat widget's **Assistant** tab, click **Answer it** next to a question it could not answer.
* On the Macros page, add the tag `ai-answer` to an existing macro.

A saved answer is live as soon as you save it.

<Note>
  The assistant skips a saved answer that still contains an unfilled placeholder in square brackets, such as "We cover \[your area]", until you fill it in. Starter kits on the chat widget's Templates tab suggest saved answers like this for you to complete.
</Note>

Saved answers rank alongside your [help articles](/helpdesk/knowledge-base), and the assistant reads them first because you wrote them for exactly this.


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