> ## 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.

# Save Replies You Send Often

> Write a reply once, with the customer's name filled in for you, and add it to any conversation in one click

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.

## 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](https://mintcdn.com/locusdigital/Cbg2UXFY0C93pKnG/images/how-tos/helpdesk/mac-01-open-closeup.webp?fit=max\&auto=format\&n=Cbg2UXFY0C93pKnG\&q=85\&s=74a40b58a410a6a5c223a1840a0f1cdd)

## 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](https://mintcdn.com/locusdigital/Cbg2UXFY0C93pKnG/images/how-tos/helpdesk/mac-02-write-the-reply-closeup.webp?fit=max\&auto=format\&n=Cbg2UXFY0C93pKnG\&q=85\&s=c74ce9248b0c595c3a2298551784ac8b)

> [!NOTE]
>
> 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](/how-tos/site-builder/teach-your-website-assistant).

## 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](https://mintcdn.com/locusdigital/Cbg2UXFY0C93pKnG/images/how-tos/helpdesk/mac-03-pick-a-reply-closeup.webp?fit=max\&auto=format\&n=Cbg2UXFY0C93pKnG\&q=85\&s=19a5848feed7f7081159dc823714a830)

**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](https://mintcdn.com/locusdigital/Cbg2UXFY0C93pKnG/images/how-tos/helpdesk/mac-04-inserted-closeup.webp?fit=max\&auto=format\&n=Cbg2UXFY0C93pKnG\&q=85\&s=01551ed8670fb123a1c9f18bb963367c)

## Good to know

* **Change or switch off a reply** on the Macros page: the pencil edits it, and **On** switches it off without deleting it.
* **Your most used replies come first.** The Macros page counts how often each one is used.
* **More:** [Saved replies and saved answers](/helpdesk/saved-replies), and [Answer a Visitor Who Asked for a Person](/how-tos/helpdesk/answer-a-waiting-visitor).


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