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Guide

Saved replies

Create reusable message templates to respond to common questions faster. Saved replies are shared across your entire workspace.

Getting started

  1. 01

    Open Saved Replies

    Click "Saved Replies" in the sidebar to open the management page. Here you can view, search, create, edit, and delete all saved replies for your workspace.

  2. 02

    Create a saved reply

    Click the "New Reply" button. Enter a title (required) and the reply content (required), then choose the channels it's available on — pick at least one. Optionally add a category to group related replies (e.g. "Greetings", "Billing") and a shortcut keyword for quick identification (e.g. "welcome").

  3. 03

    Use a saved reply in a conversation

    Open any conversation in your inbox. In the reply composer toolbar, click the bookmark icon to open the saved replies popover. You'll only see replies assigned to that conversation's channel. Search by title or content, then click a reply to insert it into the composer. Even faster: if the reply has a shortcut, just type it as a slash command (like /welcome) in the composer and it expands into the full reply. You can edit the text before sending.

Features

Everything you can do with saved replies.

Search
Search saved replies by title, content, or shortcut keyword. The search works both on the management page and in the composer popover.
Categories
Organize replies into categories like "Greetings", "Billing", or "Technical". Filter by category using the tabs on the management page.
Shortcut keywords
Give a reply a shortcut (e.g. "welcome"), then type /welcome straight into the composer to drop in the full reply — no clicking required. Shortcuts also show as badges on reply cards and in the popover.
Quick insert
Insert a saved reply directly from the inbox composer. Click the bookmark icon in the toolbar, find your reply, and click to insert. The text is appended to any existing content in the composer.

Personalize with dynamic fields

Drop a dynamic field into a saved reply and Sonny fills it in with the real contact's details the moment the reply is sent — so one template can greet every customer by name. While editing a reply, click Insert field and pick a field, or type the token by hand. The same Fields menu is available right in the reply composer.

FieldInserts
{{contact_first_name}}The contact's first name — perfect for greetings.
{{contact_name}}The contact's full name.
{{contact_email}}The contact's email address.
{{agent_name}}The name of the agent sending the reply.
{{workspace_name}}Your workspace / company name.

Any custom contact property you've created (Settings → Custom Fields) is available too — for example a property called Plan Tier becomes {{contact_plan_tier}}. If a field is empty for a particular contact it simply resolves to nothing, so your message still reads cleanly.

Reply fields reference

Each saved reply has the following fields.

Title

A short name for the reply (required). Used for searching and identification.

Example: Welcome message

Content

The full reply text that gets inserted into the composer (required).

Example: Hi! Thanks for reaching out. How can we help you today?

Category

An optional label to group related replies. Appears as a tab filter on the management page.

Example: Greetings

Shortcut

An optional keyword you can type as a slash command in the composer to insert the reply instantly. Displayed with a / prefix on reply cards and in the popover.

Example: /welcome

Related docs

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