Updated October 2025
Saved replies can be set up in OneDesk for your agents to use. These saved replies allow your team to be able to respond faster to commonly asked customer inquiries by inserting pre-written responses. You can set up a repository of saved replies for your users to be able to make user of. Using saved replies can:
- Save time your team would otherwise spend typing out responses
- Ensure accuracy and consistency in answering common customer requests
- Maintain company tone and voice
- Avoid mistakes when writing customer names, item IDs, etc. thanks to dynamic properties
Table of Contents
About Saved Replies
Create a New Saved Reply
Use Saved Replies
Edit an Existing Saved Reply
About Saved Replies
Saved replies are global saved messages that any internal user within your company can use. Users are able to use the search to look through the repository of saved replies and find the one they need quickly.
These saved replies can have ‘dynamic properties’. These are properties that you can insert into the message, that will automatically populate information such as the ticket ID, the lifecycle status, and more. Read more about dynamic properties here.
Create a New Saved Reply
You can create as many saved replies in your OneDesk as you need. You can create new replies from the Knowledge Center or Knowledge Library.
From the left sidebar go to Knowledge Center >> Saved Replies >> Create New Reply
Or, from the conversation box > Insert Menu > Browse Full Knowledge Library > Create New Reply
The new reply window will open.
- Enter the name of the reply. Your users will use this name to search for and identify the reply.
- Enter the reply text. This is what will be entered into the conversation upon inserting the reply.
- You can insert dynamic properties by selecting ‘Insert Property.’ These values will be automatically populated based on the context when inserted into a conversation.
- You can attach files to the reply. Click the paper clip to attach your file. The file will be attached upon inserting the saved reply.
- You can also embed images or use text formatting such as bulleted lists. Highlight your text and the text formatting toolbar will appear.
- Click Save when finished.
Use Saved Replies
You can use your saved replies from any conversation in OneDesk, internal or external.
Navigate to the messenger or an item’s conversations tab. Once you are in the conversation you want to use the saved reply in:
- Click the ‘Insert’ (indicated with a link and arrow) icon located in the lower left of the message box.
- Pinned replies(and articles) will appear in the menu upon opening. If the reply you need is not pinned, you can search for it by name in the search bar.
- Insert the reply by hovering and clicking the insert reply icon.
Tip: When searching, you can also pin replies by hovering and clicking the pin icon
Using the Knowledge Library
If you can’t find your reply in the search, want to browse through replies, or create a new reply, you should use the full Knowledge Library.
Select Browse Full Knowledge library from the quick search menu.
- Browse through your full list of replies (or articles from the articles tab).
- Select the eye icon to preview the full reply text.
- Insert the reply by clicking the ‘insert’ icon beside the desired reply.
- Create a new reply from the Knowledge Library by selecting ‘Create New Reply’ from the top left.
Edit an Existing Saved Reply
Access all saved replies from Knowledge Center > Saved Replies
Here you can browse and manage all your saved replies.
- Select the action menu (three dots) to edit a reply. This will open the popup where you can edit the name, reply text, or attached files.
- Select the action menu to pin the reply. Pin your most common replies to allow your team to easily insert the reply. Pinned replies will appear in the quick-search menu (accessed from the action menu in the message box).
- Select the action menu and Delete to permanently delete the reply.
