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Channels & integrations

Saved replies

Prepare reusable responses that agents can personalize when replying to customers.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Saved replies are canned snippets under Settings → Support Channels → Saved Replies (#/settings/channels/replies). Agents insert them into a public reply from the ticket workspace. They are not Chat AI hallucinations and not a second form schema.

When to use this

The same shipping policy should be pasted consistently. Saved replies reduce typos and keep tone aligned without enabling AI.

Where to find the controls

Settings → Support Channels → Saved Replies (#/settings/channels/replies). Insert a saved reply from the ticket composer, review it, and send through the ticket’s configured channel.

Who can make these changes

manage_settings (or the channels pane capability) to create snippets. reply_ticket to send them.

Before you begin

Create a title and body. Keep placeholders obvious (for example {{name}}) only if the insert UI substitutes them — otherwise write plain text the agent will edit.

Follow these steps

  1. Open Saved Replies.
  2. Add a snippet.
  3. Open a ticket.
  4. Insert the snippet into the reply.
  5. Personalize.
  6. Send (the configured outbound transport).

Settings reference

Title, body, optional language, updated time. Workspace lists titles for quick insert.

Example workflow

Snippet “Refund window” states the 14-day policy. The agent inserts it, adds the order number from Customer 360, and sends.

Good practices

Pair with KB articles: the snippet can link the public help-center URL so Chat Document and email stay consistent.

Important considerations

Saved replies go out as the agent. Internal notes must not be saved as customer-facing snippets.

If something does not work

Snippet missing in workspace: not saved, or SPA cache after update — hard-refresh. Send fails: mailbox problem, not the snippet. Contact support only after delivery logs are checked.

Continue learning

Organize your ticket workflow→Configure a mailbox→Scheduled replies→

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YOUR LINK, IN PRACTICE

What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

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A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

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