This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
What you can do
Save answers your team sends often while keeping each reply personal. Where to find it: Saved replies; insert them from a conversation composer.Before you start
- Permission to manage saved replies for creation; conversation reply access to use them.
Steps
1
Create a saved reply with a name your team can find, such as Delivery tracking or Returns instructions.
2
Write the reusable answer. Keep customer-specific details out of the saved text unless you will replace them before sending.
3
Save it, then open a test conversation and insert it into the composer.
4
Read the inserted reply, update names and details, and send it only when it answers that customer’s question.
5
Edit outdated replies when your policies change. Remove replies that staff should no longer use after reviewing the confirmation.
Example
Save a returns explanation and personalize the order number before sending.Things to know
- Inserting a reply is not sending it. You remain responsible for the final message.
- Keep links current and avoid promises that depend on an unverified order or payment.
What happens next
Staff can reuse approved wording without automatically sending it.
If something goes wrong
Related guides
Reply, add private notes and work together
Keep customer replies separate from internal discussion.