Personal saved replies for support agents

What does the ability to add and use personal saved replies give agents?

• No need to involve a manager or get approval for every saved reply, agents can now add their own responses independently.
• More customization and personal touch in communication with users. For example, an agent can include their name in a greeting message to the user.
• Faster work — more ready-made replies for different situations, while personal replies remain visible only to their author, so it doesn’t slow down the search for the right one.

How to create and use your own saved reply?

Go to Inbox settings → Personal saved replies.

After adding a reply, you can find it through the menu in the “Inbox” section:

Try creating your own saved reply! Use your personal communication style or create a response for situations you encounter most often.