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Use saved replies

2 min read Updated October 16, 2026

Saved replies are reusable answers you insert into a reply from the Saved replies button in the reply box. HelpWell fills in the customer's name, your name and the product name for you.

#Insert a saved reply

  1. #Open the conversation

    Select the conversation in the Inbox.

  2. #Choose a saved reply

    In the reply box, select Saved replies and pick the reply you want. On a narrow reply box the button shows as an icon only. Hover over it to see its name and shortcut.

  3. #Check and send

    Read the filled-in text and edit it if you need to. Then send it.

A saved reply sent as a normal reply goes out in chat. If the customer has not seen it after 15 minutes, HelpWell emails it to them. Each time you use a saved reply, HelpWell adds one to its use count.

Note

The Saved replies button works on the Reply tab. Notes stay inside your team.

#Variables

A saved reply can contain variables in double curly braces. HelpWell fills them in for the conversation you are in.

VariableFilled in with
{{first_name}}The customer's first name
{{agent_name}}Your name
{{product}}The product name

For example, Hi {{first_name}}, {{agent_name}} from {{product}} here. becomes Hi Jane, Justin from Northstar here.

These rules apply:

  • Spaces inside the braces are fine. {{ product }} works the same as {{product}}.
  • A missing value is left out. If the customer has no first name, Hi {{first_name}}, thanks! becomes Hi, thanks!.
  • You can set a fallback. Add it after a vertical bar: Hi {{first_name | there}}! becomes Hi there! when there is no first name.
  • Unknown variables stay as written. Code {{coupon}} applies. is not changed, so check for leftover braces before you send.

#Shared and personal replies

A saved reply has a title, a body and optional tags. It is either shared or personal.

  • Shared replies are visible to every teammate in the workspace.
  • Personal replies are visible only to the teammate who made them.

You can search your saved replies, and the results include only the shared replies and your own personal ones.

#Who can do what

  • Viewers cannot create saved replies.
  • Only the author or an admin can edit or delete a shared reply. Other teammates are refused.
  • Nobody else can edit or delete your personal replies, or even see them.
What happens to special characters in a reply?

HelpWell sends a saved reply as plain typed text. If a name or the reply itself contains characters such as < or >, they are shown as text and are never run as code.

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