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Some questions come in every week. A saved reply lets your team answer them in one click, with the customer’s first name and your business name filled in, and still edit the text before it goes. This guide saves Northwind’s answer for cafés asking about wholesale coffee, then uses it in a chat.

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Open saved replies

Click Helpdesk in the left rail, then Agent at the top, then Macros. (Macros is the menu’s name for saved replies.)
The Helpdesk tabs with the Agent menu open: Avery's memory, Knowledge base and Macros, with Macros outlined

Macros, in the Agent menu

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Write the reply

1

Click New macro

Click New macro at the top right.
2

Fill it in

  • Title: what your team looks for, for example “Wholesale inquiry: next steps”.
  • Description: one line on when to use it.
  • Body: the reply. {{contact_first_name}} becomes the customer’s first name, {{account_name}} your business name, {{ticket_subject}} the conversation’s subject and {{ticket_short_id}} its reference number.
  • Tags: click tag, type a word and press Enter.
3

Save it

Click Create macro. It is listed with On, so your team can use it straight away.
New macro: the title Wholesale inquiry: next steps, a description, the body starting Hi {{contact_first_name}}, and the Create macro button, outlined

Northwind's wholesale reply

A saved reply is for your team. To let your website assistant give an answer to visitors too, save it as a saved answer: see Teach Your Website Assistant.

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Use it in a conversation

1

Open Saved replies

In Helpdesk > Inbox, open a conversation and click Saved replies under the reply box. Pick the reply, or type a few letters to find it.
The saved replies list open above the reply box, with Wholesale inquiry: next steps and the Saved replies button outlined

The saved replies, under the reply box

2

Check it and send

The reply goes into the box with the customer’s name filled in. Read it, change anything that should be different for this customer, and click Send.
The reply box starting Hi Sam, with the Send button, outlined

Filled in for Sam

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Good to know