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Saved Replies - Quick Templates for Faster Messaging

Saved Replies are reusable message templates you can create once and insert into your conversations in just a click. They help you respond faster to common questions and keep your messaging consistent—whether you’re on web, mobile, or using the Chrome extension.

What Saved Replies Do

Store prewritten messages you use often.
Insert them into conversations instantly.
Save time typing the same responses over and over.
Use merge fields (like contact name) for personal touch.

Admins can share Saved Replies with the whole team.
Members can create their own private ones.

How to Create a Saved Reply

1. Go to your Saved Replies

You have two ways to create a Saved Reply:

From settings:
Go to Settings → Product → Saved Replies
Directly from a conversation:
In the message text box, click the Saved Reply icon, then select + Create. This lets you create a saved reply without leaving the conversation.

2. Add the details

Title: a short name to help you find it quickly.
Share With Everyone: turn this on if you want your team to use it (admins only).
Integration (optional): include CRM merge fields if applicable.
Message: type your text. You can include merge fields, emojis, MMS pictures, and GIFs.

How to Use a Saved Reply in a Conversation

Open the chat where you want to send the response.
Select the Saved Reply you want.
Click Add to Conversation - the message will appear in your message box ready to send.

Organizing Your Saved Replies

You can:

Search to find replies fast.
Sort by name or other options.
Mark replies as favorites to pin them at the top of your list.

Members without the Can Create Saved Replies permission can still insert existing Saved Replies, including ones visible to Everyone. Create and Duplicate are disabled for them in Settings > Saved Replies and in the Saved Replies modal, and Edit and Delete are hidden.

Pro Tip: Use the “/” Shortcut

When composing a message, press / (forward slash) to open your saved replies list.
Start typing the title and press Enter to insert it right where you are writing.

Control Who Can Create Saved Replies

You can let your team use your Saved Replies without letting them add new ones. This keeps your shared library clean and on-brand, while members still get quick access to the replies they need every day.

How to Restrict Saved Reply Creation

Go to Settings → Roles & Permissions.
Select the role you want to update.
Under Saved Replies access, keep Can access Saved Replies checked.
Under Saved Replies management, uncheck Can create Saved Replies.
Save your changes.

You can also set this for a single person from their Profile → Permissions page.

What Members See

Members who can access Saved Replies but can’t create them can still:

Search and insert any Saved Reply they have access to, including ones shared with Everyone
Use the / shortcut in conversations

In Settings → Saved Replies and in the Saved Replies window in conversations, Create and Duplicate are grayed out, and Edit and Delete are hidden.

Trigger Saved Replies

You can automatically send Saved Replies by using triggers, which is perfect for handling common messages without manual work.

How to use a Saved Reply in a trigger

Create a new trigger.
Click the Saved Replies icon in the message editor.
Select the saved reply you want to use.
The message will automatically populate in the trigger’s message field.

Once the trigger runs, that saved reply will be sent for you - no extra steps needed.

Use Saved Replies with integrations

If you’ve connected Salesmsg to your CRM or other integrations, you can also trigger Saved Replies from those systems. This makes it easy to send timely, personalized responses automatically based on events or actions in your tools.

Attach Media to Saved Replies

You can include:

Images
Videos
GIFs
Documents
Audio files

Just click the + button when editing your saved reply to upload or record media:

Frequently Asked Questions

I don’t see a saved reply I created - where is it?
If you added an Integration, the saved reply only shows up when the contact is linked to that integration (for example, HubSpot).

Why can’t I create a reply for the whole organization?
Only an Admin can make saved replies that everyone sees. Members can make replies for their own use only.

Saved Replies