Saved replies are reusable answers. Write a good answer once, save it, and insert it into any reply with a few keystrokes. Kora Reply fills in names and ticket details for you.
Shared and personal saved replies
- Shared saved replies are available to everyone in the workspace. Owners and admins create and edit them, so the team's standard answers stay consistent.
- Personal saved replies are visible only to the person who created them. Every member, including agents, can keep their own.
Insert a saved reply
In the reply box, type / followed by a few letters of the saved reply's shortcut or title, for example "/refund". Pick one from the list and it is inserted into your reply. You can still edit the text before you send it.
Variables
Variables are replaced with real values when the saved reply is inserted. Write them in double curly braces:
| Variable | Becomes |
|---|---|
{{customer.first_name}} |
The customer's first name |
{{customer.name}} |
The customer's full name |
{{customer.email}} |
The customer's email address |
{{agent.first_name}} |
Your first name |
{{agent.name}} |
Your full name |
{{ticket.id}} |
The ticket number |
{{ticket.subject}} |
The ticket subject |
{{workspace.name}} |
Your workspace name |
Fallbacks for missing values
Sometimes a value is unknown, for example a chat visitor who never gave a name. Add a fallback after a vertical bar:
Hi {{customer.first_name | "there"}},
This becomes "Hi Maya," when the name is known and "Hi there," when it is not. A variable with no value and no fallback is left out cleanly, so a customer never sees raw curly braces.
Write saved replies that work
- Keep each one focused on a single question.
- Start with a greeting variable and end with your name variable, so replies feel personal.
- Link to the matching help center article, so customers can find the answer themselves next time.
- Review shared saved replies when a policy changes, the same way you update your help center.
Saved replies can be up to 5,000 characters long.