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AurionAI

Saved replies

3 min readBy Emmanuel Yazbeck

Saved replies are ready-made answers that agents insert into a conversation, for example a greeting or the steps to reset a password. On the Saved Replies page you write them once, in one or more languages, and give each a short shortcut.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the saved replies page

  1. In the sidebar, select Configuration.
  2. Open the Workforce category.
  3. Select Saved Replies.

The page shows the New Saved Reply form and the list of replies. For each reply, the list shows the title, the shortcut, the category and how often agents used it.

The Saved Replies page with the New Saved Reply form and the list of replies.

Create a saved reply

  1. Optional: in Shortcut, enter a short word, for example greeting. Use letters, digits, _ or -. Each shortcut can be used only once.
  2. Optional: enter a Category, for example "General".
  3. In Translations by language, the English tab is selected. Enter the Title and the Reply content. English is required.
  4. Optional: select another language tab and enter the title and the content in that language. You can add English, French, Dutch, German, Spanish, Italian, Polish, Swedish, Danish, Finnish and Portuguese.
  5. Select Create Reply.

AurionAI shows Saved reply created. The content can have up to 8,000 characters and the title up to 200.

Edit or delete a saved reply

  1. In the list, select Edit on the row of the reply. The Edit Saved Reply panel opens.
  2. Change the shortcut, the category or the text of any language.
  3. Select Save.

To delete a reply, select Delete on its row and confirm with Delete. You cannot undo this.

How agents use saved replies

Saved replies are shared by everyone in your organization. In the reply box of a conversation, an agent can:

  • Type / and the shortcut, followed by a space, for example /greeting. AurionAI replaces it with the saved reply.
  • Open Canned replies and select a reply from the list.

AurionAI inserts the language version that matches the detected language of the conversation. When that language has no version, it inserts the English one. Each use adds one to the usage count in the list. For the agent's steps, read Use saved replies and the reply template.

Result

A new or changed reply is available to agents the next time they open the list or type a shortcut.

If something goes wrong

  • A saved reply with this shortcut already exists Choose another shortcut, or edit the reply that already uses it.
  • Create Reply stays unavailable. Enter both the English title and the English content.
  • A shortcut does not work in the reply box. Type a space after the shortcut. A shortcut has only letters, digits, _ or -, and at most 50 characters.

Still stuck? Submit a request or .