Transcript:
OneDesk’s Saved Replies allow you to store pre-written responses to use in conversations.
Saved replies can be used to answer common questions and quickly respond to customers.
Saved replies can have dynamic properties which, when the reply is used, will populate automatically with information pulled from the ticket. Dynamic properties can save your support team time they would otherwise spend looking for and typing out details, numbers, names, knowledgebase articles, and more.
This video will cover how to create, manage, and use saved replies.
To create and manage saved replies we can go to the knowledge center app.Click more applications and head to the knowledge center. Head to the Saved Replies tab. Here we can manage our saved replies. We can create new replies from here.Click create new reply. Let’s type out the reply In this conversation text box. As you’re writing out the reply, click ‘Insert Property’ at the top right and select any dynamic properties you wish to include in your text. These properties will populate automatically when you use the reply. For example, let’s add a property to automatically generate the customer’s name. We can format our text by selecting any text and using the toolbar. We can also attach files to this reply, by clicking the paperclip icon. Once you’re finished, click ‘Save This Reply’. Give it a name and click ‘Save’.
We can browse through all our saved replies from our knowledge center and manage them as well. Click the action icon beside a reply.
We can edit the reply.
We can pin the reply. Pinned replies will be shown in our message action menu upon opening. Lets pin this reply and I’ll show you what that looks like in just a second.
Lastly we delete replies. This will permanently delete the reply and any attachments.
So how do we use replies? Let’s go check on our customer messages.
In the messenger app, we have a new message from a customer asking how to reset their password. Perfect, let’s use the saved reply we just created. Select the action icon in our message box. Upon opening we can see all of our pinned replies, including the one we just pinned. It’s a good idea to pin your most common replies to make sending these replies easy. To insert the reply, hover the name and click the insert icon. You’ll see that the dynamic properties automatically populate.You can then modify the reply if necessary and send it.
So that’s how we can use a pinned reply but let’s reopen this quick search menu. We can also search for replies by name here. Hovering the name allows you to pin the reply if you wish but you can also directly insert any of these replies in the search results.
One other thing to note is that you can also click the action menu and Select Browse full knowledge library. This will open our library of articles and saved replies. If you can’t find the reply by name in the quick search you can browse all your replies this way and directly insert the reply. You can also create a new saved reply from here, it will work the same way as we did it before.
If you have any questions about using saved replies reach out through live chat or at support@onedesk.com