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How to create and manage saved replies
How to create and manage saved replies

Use saved replies to respond to common conversations in the Inbox.

Updated over 3 weeks ago

You (Community Managers and Moderators) can create saved replies for social media profiles in order to save time when responding to common enquiries. In this article we will outline:

Please Note: Users with profile-level Admin, Editor and Moderator permissions may create and manage saved replies.

How to create a saved reply

Saved replies are created on a per profile basis. You can create saved replies from the Inbox Reply Field or the Social profiles settings.

How to create a saved reply from the Inbox

When viewing an item in the Inbox:

  1. Click on the speech bubble (Saved Replies) icon

  2. Select + Create saved replies

  3. Enter a name for the saved reply

  4. Include any text that should be added to the saved reply
    ​If you enter %name% into your saved reply, it will automatically populate with the name or username of the person you are replying to

  5. Click the Create button on the bottom right
    ​

Note: If you create a saved reply from an Inbox, it will automatically create the saved reply and assign it to the profile associated with the item you were viewing.

How to create a saved reply in the Social profiles settings

From the Organization settings:

  1. Click on the Social profiles menu

  2. Click on the relevant social profile

  3. Select the Saved Replies sub-menu

  4. Click + Create reply

  5. Enter a name for the saved reply

  6. Include any text that should be added to the saved reply
    ​If you enter %name% into your saved reply, it will automatically populate with the name of the person you are replying to

  7. Click the Create button on the bottom right
    ​

How to manage saved replies

You can delete or edit saved replies from the Inbox or the Social profiles settings.

How to manage saved replies from the Inbox

When viewing an item in the Inbox:

  1. Click on the speech bubble (Saved Replies) icon

  2. Select Manage replies

  3. Click on a saved reply

  4. Edit the saved reply and click Save
    or
    Click the Remove button to permanently delete the saved reply
    ​

How to manage saved replies from the Social profiles settings

From the Organization settings:

  1. Click on the Social profiles menu

  2. Click on the relevant social profile

  3. Select the Saved Replies sub-menu

  4. Click on a saved reply

  5. Edit the saved reply and click Save
    or
    Click the Remove button to permanently delete the saved reply
    ​

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